programme manual · 2014. 9. 1. · for aged care funding, the programme schedule for aged care...

DAY THERAPY CENTRE

PROGRAMME

PROGRAMME MANUAL

Version 2 – July 2014

DTC Programme Manual Version 2 – July 2014

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TABLE OF CONTENTS

1 Preface ............................................................................................................................................... 7

2 Introduction ....................................................................................................................................... 8

2.1 Purpose of this Programme Manual ........................................................................................ 8

2.2 Acronyms ................................................................................................................................. 8

2.3 Definitions ................................................................................................................................ 9

3 Day Therapy Centre Programme and Policy Overview .............................................................. 12

3.1 DTC Programme - Introduction ............................................................................................. 12

3.2 Objective of the DTC Programme ......................................................................................... 12

3.3 Therapy and Services............................................................................................................ 12

3.4 Substitution of Therapy and Services .................................................................................... 13

3.5 Policy Context ........................................................................................................................ 13

Reform of Community Care Services .................................................................................... 13

A 1800 Number for Aged Care .............................................................................................. 13

Aged Care Information Services ........................................................................................... 13

Productivity Commission Report – Caring for Older Australians .......................................... 14

The Australian Government’s Aged Care Reform ................................................................. 14

Other Programme Manuals ................................................................................................... 14

4 Service Delivery .............................................................................................................................. 15

4.1 Overview ................................................................................................................................ 15

4.2 Access to the DTC Programme ............................................................................................. 15

4.3 Eligibility ................................................................................................................................. 15

4.4 Referral .................................................................................................................................. 18

4.5 Assessment, Review and Discharge ..................................................................................... 18

5 DTC Programme Provider Planning, Management and Administration ................................... 19

5.1 Overview ................................................................................................................................ 19

5.2 Organisation Policies ............................................................................................................. 19

5.3 Consumer rights and responsibilities .................................................................................... 19

5.4 Staffing and Training ............................................................................................................. 19

5.5 Contractors ............................................................................................................................ 20

5.6 Work Health and Safety (Previously Occupational Health and Safety) ................................ 21

5.7 Requirement for a Police Check ............................................................................................ 22

5.8 Relocation of Services ........................................................................................................... 22

5.9 Changing the Name of a Service .......................................................................................... 23

6 Material and Information ................................................................................................................ 24

6.1 Overview ................................................................................................................................ 24

6.2 Acknowledgement of the Australian Government ................................................................. 24

7 DTC Funding ................................................................................................................................... 25

7.1 Overview ................................................................................................................................ 25

7.2 Operational Funding .............................................................................................................. 25

7.3 One-off Funding ..................................................................................................................... 25

7.4 Managing Funds .................................................................................................................... 26


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7.5 Establishment/Set Up Funds ................................................................................................. 26

7.6 Payment of Funding .............................................................................................................. 27

7.7 Unspent Funds and Carry-overs ........................................................................................... 27

7.8 Variations and Indexation ...................................................................................................... 27

7.9 Flexibility of Therapy and Services ........................................................................................ 28

7.10 Managing Funding from Department and Other Agencies.................................................... 28

7.11 Assets .................................................................................................................................... 29

7.12 Vehicles ................................................................................................................................. 30

8 Fees and Contributions ................................................................................................................. 31

8.1 Organisation’s Policy ............................................................................................................. 31

8.2 Charging Fees ....................................................................................................................... 31

8.3 Use of collected Fees ............................................................................................................ 32

8.4 Other Contributions ............................................................................................................... 32

9 Notification of Incidents and Issues ............................................................................................. 33

10 Local Stakeholder Engagement .................................................................................................... 35

11 Service Development ..................................................................................................................... 36

12 Dealing with Risk ............................................................................................................................ 37

12.1 Overview ................................................................................................................................ 37

12.2 Insurance ............................................................................................................................... 38

13 Activity Continuity .......................................................................................................................... 39

14 Accountability and Reporting ....................................................................................................... 40

14.1 Overview ................................................................................................................................ 40

14.2 Financial Accountability Reports and the Acquittal Process ................................................. 40

14.3 Service Activity Reports......................................................................................................... 42

14.4 Service Activity Data Collection ............................................................................................. 42

14.5 Proportional Reporting........................................................................................................... 43

14.6 Quality Reporting ................................................................................................................... 44

14.7 Home Care Standards ........................................................................................................... 44

14.8 ‘No response’ Guidelines ...................................................................................................... 45

14.9 Software ................................................................................................................................ 45

14.10 Performance Management .................................................................................................... 46

15 Record Keeping .............................................................................................................................. 47

15.1 Overview ................................................................................................................................ 47

15.2 Financial Records .................................................................................................................. 47

15.3 Client Records ....................................................................................................................... 47

16 Confidentiality and Privacy ........................................................................................................... 49

16.1 Confidentiality Overview ........................................................................................................ 49

16.2 National Privacy Principles and the Australian Information Commissioner .......................... 49

16.3 Collecting Client Information ................................................................................................. 49

17 Complaints and Feedback ............................................................................................................. 50

17.1 Complaint Management Process .......................................................................................... 50


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Appendix 1 Charter of Rights and Responsibilities for Home Care ........................................ 51

Appendix 2 Transition-Out Plan Guide....................................................................................... 56

Appendix 3 Commonwealth HACC Police Certificate Guidelines ........................................... 59

1 INTRODUCTION .............................................................................................................................. 60

2 YOUR OBLIGATIONS ..................................................................................................................... 61

3 POLICE CERTIFICATES ................................................................................................................. 62

3.1 Police certificates and police checks ..................................................................................... 62

3.2 Police certificate requirements .............................................................................................. 62

3.3 CrimTrac certificates .............................................................................................................. 62

3.4 Statutory declarations ............................................................................................................ 62

4 STAFF, VOLUNTEERS AND EXECUTIVE DECISION MAKERS .................................................. 63

4.1 Staff, volunteers and executive decision makers .................................................................. 63

4.2 Definition of a staff member .................................................................................................. 63

4.3 Definition of non-staff members ............................................................................................ 63

4.4 Definition of a volunteer ......................................................................................................... 64

4.5 Definition of unsupervised interaction ................................................................................... 64

4.6 Definition of an executive decision maker ............................................................................. 64

4.7 New staff ................................................................................................................................ 64

4.8 Staff, volunteers and executive decision makers who have resided overseas ..................... 65

5 ASSESSING A POLICE CERTIFICATE ......................................................................................... 66

5.1 Police certificate format ......................................................................................................... 66

5.2 Purpose of a police certificate ............................................................................................... 66

5.3 Police certificate disclosure ................................................................................................... 66

5.4 Assessing information obtained from a police certificate for staff and volunteers ................ 66

5.5 Assessing information obtained from a police certificate for executive decision makers ..... 68

5.6 Committing an offence during the three year police certificate expiry period ....................... 68

5.7 Refusing or terminating employment on the basis of a criminal record ................................ 69

5.8 Spent convictions .................................................................................................................. 69

6 POLICE CHECK ADMINISTRATION .............................................................................................. 70

6.1 Record keeping responsibilities ............................................................................................. 70

6.2 Sighting and storing police certificates .................................................................................. 70

6.3 Cost of police certificates....................................................................................................... 70

6.4 Obtaining certificates on behalf of staff, volunteers or executive decision makers ............... 71

6.5 Police certificate expiry .......................................................................................................... 71

6.6 Documenting decisions ......................................................................................................... 71

6.7 Monitoring compliance with police check requirements ........................................................ 71

APPENDIX 3a - POLICE SERVICE CONTACT DETAILS .............................................................. 72

APPENDIX 3b- STATUTORY DECLARATION TEMPLATE ........................................................... 72


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1 Preface

This Programme Manual provides the framework for the implementation and administration of the Day Therapy Centre (DTC) Programme.

This Programme Manual has been developed by the Department of Social Services (Department) for Organisations funded from 2012-13 to 2014-15 to provide therapies through DTCs.

This Programme Manual is applicable from 1 July 2014 until 30 June 2015 and replaces the following guidelines and manuals:

‘Day Therapy Centres Programme Guidelines’, issued in June 1994, revised in March 1998 and December 2009;

‘Day Therapy Centres Operational Manual’, issued in March 2011;

‘Day Therapy Centre Programme Manual Version 1’, issued July 2012.

This Programme Manual is available electronically on the Department’s website.

The Department of Social Services reserves the right to amend this document from time to time, by whatever means it may determine in its absolute discretion and will provide reasonable notice of these amendments.

Organisations will be advised as necessary of any updates by email.

http://www.dss.gov.au/


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2 Introduction

2.1 Purpose of this Programme Manual

This Programme Manual is intended to support Organisations, and their staff, funded under the DTC Programme by providing an explanation of the operational aspects of DTCs. This document must be read in conjunction with the Funding Agreement.

The Departmental Funding Agreements consist of:

The Aged Care Funding Terms and Conditions (Agreement), and

Programme Schedule for Aged Care Funding (Schedule).

Organisations and DTC coordinators should be familiar with those provisions.

The Programme Manual forms part of the Funding Agreement between the Australian Government and the funded Organisation for DTC and sets out the specific requirements that the funded Organisation is obliged to provide as well as the accountability requirements to demonstrate effective and efficient use of Australian Government funding.

2.2 Acronyms

Acronyms used in this manual are listed below:

DTC Day Therapy Centre

eFAR Electronic Financial Accountability Report

FAR Financial Accountability Report

HACC Home and Community Care Programme

SAR Service Activity Report


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2.3 Definitions

Note: capitalised terms used in this Programme Manual which are not defined in the below definitions have the same meaning as in the Agreement.

Action Plan A plan that includes, but is not limited to, the following:

the client’s goal with regards to their situation;

the therapy options for the client;

a proposed therapy programme;

review timelines;

any community resources available to the client;

outcome assessment and measurement;

discharge plan; and

ongoing needs for therapy support.

Culturally and Linguistically Diverse (CALD)

Cultural and linguistic inclusion recognises the broader community and reflects Australia’s various cultural backgrounds and respect for people with a disability, the aged, sexual persuasion, as well as the Indigenous population.

For the purposes of the DTC Programme, clients may be defined as CALD where they have particular cultural or linguistic affiliations due to their:

place of birth or ethnic origin;

main language other than English spoken at home; and/or

proficiency in spoken English.

Day Therapy Centre (DTC)

The sites from where an Organisation provides Therapy and Services as part of the DTC Programme. Several DTCs may fall under one Organisation and one Funding Agreement.

Dementia A group of diseases that are characterised by the progressive impairment of brain functions, including language, memory, perception, personality and cognitive skills.

DTC Services The range of tasks for which the DTC is funded to provide under the Funding Agreement. It includes Therapy and Services along with other tasks such as marketing, client referrals, assessments etc., as specified in the Funding Agreement.

Frail Aged Older individuals with an increased likelihood of functional decline. Clinical markers may include: slowed gait, flexed posture, unsteady gait, inactivity and/or loss of interest, slowed cognitive processing and mild cognitive impairment.


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Funding Agreement

The Funding Agreement comprises the Terms and Conditions for Aged Care Funding, the Programme Schedule for Aged Care Funding, including any guidelines specified in Annexure A of the Programme Schedule, and this Programme Manual.

Funds Monies granted, collected or generated as part of the total income for the DTC Programme. It includes funding provided by the Department, client fees, interest earned and other monies generated as part of the DTC Programme.

Home Care Packages

A Home Care Package is a coordinated package of services tailored to meet a person’s specific care needs. The package is coordinated by an approved home care provider, with funding provided by the Australian Government.

The Home Care Packages Programme has replaced the former Community Aged Care Packages (CACPs), Extended Aged Care at Home (EACH) and Extended Aged Care at Home Dementia (EACHD) packages.

Home Care Standards

The standards by which DTC services are obliged to comply with under the Funding Agreement. Following the passing of the Quality of Care Amendment (Home Care) Principle 2013 by the Australian Government on 1 August 2013, the term ‘Community Care Common Standards’ was replaced by ‘Home Care Standards’.

Older People Older People are defined as people aged 65 years and over and Aboriginal and Torres Strait Islander people aged 50 years and over.

Organisation The legal entity with whom the Commonwealth has entered a Funding Agreement for provision of DTC Services for eligible clients. An Organisation may hold legal responsibility for several DTCs, or it may only hold one DTC.

Standard Chart of Accounts

The Standard Chart of Accounts (SCOA) is an agreed list of account categories for use by all Australian governments in their dealings with not-for-profit organisations.

Therapy and Services

The types of therapy and/or services that Organisations provide under the DTC Programme, as listed in Item 3.3 of this Programme Manual.

Special Needs People with Special Needs are defined in the Aged Care Act 1997 and Aged Care Principles as:

people from Aboriginal and Torres Strait Islander communities;

people from non-English speaking (CALD) backgrounds;

people who live in rural and remote areas;

people who are financially or socially disadvantaged;


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people who are Veterans (of the Australian Defence Force or an allied defence force), including a spouse, widow or widower of a veteran;

people who are homeless, or at risk of becoming homeless; and/or

people who are care leavers.

Standard Chart of Accounts

The Standard Chart of Accounts (SCOA) is an agreed list of account categories for use by all Australian governments in their dealings with not-for-profit organisations.


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3 Day Therapy Centre Programme and Policy Overview

3.1 DTC Programme - Introduction

DTCs were originally established as a means of funding Therapy and Services in deficit funded aged care nursing homes. Aged care hostel and community clients were also eligible, upon appropriate referral, to receive services from these centres. The changes to nursing home funding in 1988, which included a component of funding for therapy services to nursing home residents, necessitated a change to these funding arrangements. The functional separation from nursing homes established the basis of the DTC Programme.

3.2 Objective of the DTC Programme

The aim of the DTC Programme is to provide a wide range of Therapy and Services to Frail Aged people living in the community and to low-care* residents of Commonwealth funded residential aged care facilities. It assists them to regain or maintain physical and cognitive abilities which support them to either maintain or recover a level of independence, allowing them to remain either in the community or in low-care* residential aged care. * Note that from 1 July 2014, the distinction between ‘low care’ and ‘high care’ in permanent residential aged care has been removed. As a result, references to ‘low care’ have been replaced by relevant Aged Care Funding Instrument (ACFI) classification ranges in the programme’s eligibility criteria (refer section 4.3).

3.3 Therapy and Services

The main types of Therapy and Services provided by DTCs are:

physiotherapy;

podiatry;

occupational therapy;

diversional therapy;

nursing services;

speech therapy;

social work;

preventative therapies;

personal services;

transport to and from the DTC; and

food services provided in conjunction with therapies.

Other Therapy and Services may be provided with the prior written agreement of the Commonwealth, through the Department. The Therapy and Services listed are not exclusive and not all DTCs are expected to cater for all types. There is no single model of service provision for DTCs and they may operate across a range of therapy types, intensity and services. The Department may amend this list on occasion.


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3.4 Substitution of Therapy and Services

Therapy and Services may be substituted, if appropriate and as determined by the Department, within the overall grant level. To add or substitute Therapy and Services, Organisations must apply in writing for approval to the Department and await the Department’s written agreement. The Department has the discretion to approve or not approve any Therapy and Service.

3.5 Policy Context

Reform of Community Care Services

As part of the National Health Reforms, the Council of Australian Governments (COAG) agreed that from 1 July 2012, the Australian Government will take full funding and programme responsibility for basic maintenance, support and care services for Older People previously delivered through the Home and Community Care Programme (HACC). This applies to people aged 65 years and over and Aboriginal and Torres Strait Islander people aged 50 years and over. This change in responsibility applies in all states and territories, except Victoria and Western Australia.

From 1 July 2012, the Australian Government is funding and administering the Commonwealth HACC Programme through direct funding arrangements with existing HACC Organisations who deliver services to Older People. State and territory governments are continuing to fund and administer basic maintenance, support and care services for people aged 64 years and less, and Aboriginal and Torres Strait Islander people aged 49 years and less.

The Australian Government’s Commonwealth HACC Programme is directed towards

assisting:

frail Older People with functional limitations as a result of moderate, severe and

profound disabilities; and

the unpaid carers of these frail Older People.

The target population is frail Older People living in the community who, without the basic maintenance, support and care services provided under the Commonwealth HACC Programme, would be at risk of premature or inappropriate long term residential aged care.

Transferring full responsibility for aged care services to the Commonwealth will combine services with existing community and residential aged care programmes, and create a national aged care system. This will allow for a better integrated aged care system to be built, with links to health and hospital services, so that service delivery is coordinated to support Older People to move through the aged care system.

A 1800 Number for Aged Care

From 1 July 2013, older people, their families, and carers are able to access the My Aged Care website and the national contact centre (1800 200 422) for information about the aged care system and services. The contact centre operates from 8am-8pm Monday-Friday and from 10am-2pm on Saturdays, your local time.

http://www.myagedcare.gov.au/



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Aged Care Information Services

The My Aged Care website includes information about aged care services for the growing number of people who like to find their information online.

Organisations should provide clients with the My Aged Care website address when clients enquire about or request information on aged care services that are not related to the DTC Programme.

The Department produces a number of publications that are available to the public at no charge. Organisations who wish to order bulk copies of these publications can order these by contacting the 1800 number.

Productivity Commission Report – Caring for Older Australians

The Productivity Commission’s final report into the aged care sector, Caring for Older Australians, was released on 8 August 2011. The final report provided analysis of the aged care sector and detailed proposals for aged care reform.

In undertaking the inquiry, the Commission developed options for further structural reform of the aged care system so this system can meet the challenges facing it in coming decades.

Further information on the inquiry can be found on the Productivity Commission’s website or by contacting the Commission on (02) 6240 3223.

The Australian Government’s Aged Care Reform

Information on the aged care reforms can be found on the Department’s website.

Other Programme Manuals

Staff should also refer to the appropriate/applicable Programme Manuals for information about additional programmes administered by the Organisation, e.g. Home and Community Care Programme Manual.



http://www.pc.gov.au/projects/inquiry/aged-care/report

http://www.pc.gov.au/projects/inquiry/aged-care/report

http://www.pc.gov.au/



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4 Service Delivery

4.1 Overview

Clients should be assessed for their eligibility for DTC Services, along with their level of need. This section outlines eligibility for support and assistance, target groups and service delivery types.

4.2 Access to the DTC Programme

Clients should have access to the DTC Programme in accordance with the relevant Funding Agreement, this Programme Manual, and their needs as assessed following the procedures set out in section 4.5 ‘Assessment, Review and Discharge’ of this Programme Manual and with consideration to the amount and type of Therapy and Services the DTC is funded to provide. The DTCs must also take into account people with Special Needs. In addition, DTCs should be responsive to the demographics of the community around them and the Therapy and Services provided, and information about the DTCs, be appropriately reflected in the delivery of these services.

4.3 Eligibility

Clients eligible to receive DTC Services are:

a) Frail Aged residents in Commonwealth funded residential aged care facilities within an eligible resident classification range* who require therapeutic intervention to maintain or recover a level of independence, unless their therapy is funded as part of another programme. In that case, they are not eligible for DTC Services;

b) Frail Aged persons in the community who require therapeutic intervention to maintain or recover a level of independence which will allow them to remain in their own homes;

c) Home Care Package consumers and HACC Frail Aged recipients may access Therapy and Services on the same basis as other people living in the community unless their therapy is a funded part of their Home Care Package and HACC Care Plan. In that case, they are not eligible for that Therapy and Services; and/or

d) Department of Veterans’ Affairs clients and Frail Aged people on other support programmes, such as the Veteran’s Home Care Programme, may also access DTC Services on the same basis as other people living in the community, providing the DTC Services do not duplicate those already being provided through the other programme.

* Eligible resident classification range:

Residents of aged care facilities will be eligible for the DTC Programme if they have an Aged Care Funding Instrument (ACFI) classification that does not include any of the following:

a high domain category in any ACFI domain; or

a medium domain category in at least two ACFI domains.

A detailed summary of eligible and ineligible resident classification ranges is presented in a table on page 17.


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Further information on eligibility for residents in aged care facilities: Prior to 1 July 2014, low-care residents in residential aged care facilities were eligible for DTC Services. High-care residents were ineligible for services funded through the DTC Programme because supply of such services was the responsibility of the aged care provider. From 1 July 2014, the distinction between low care and high care has been removed in permanent residential aged care. For the DTC Programme, this means the references to ‘low care’ and ‘high care’ have been replaced by relevant Aged Care Funding Instrument (ACFI) classification ranges in the eligibility criteria of the DTC Programme Manual. Residents of aged care facilities will be eligible for the DTC Programme if they have a resident classification that does not include any of the following:

A high domain category in any ACFI domain; or

A medium domain category in at least two ACFI domains. Residents with the above classifications are ineligible for services funded through the DTC Programme while receiving permanent residential aged care because their residential aged care facility/provider is responsible for funding their allied health and other therapy services. This is because, under Part 3 of Schedule 1 of the Quality of Care Principles 2014, residential aged care providers are responsible for supplying these services to residents with the above classifications without additional charges. Please note that using ACFI classification ranges for determining permanent resident eligibility for DTC services will not impact the majority of existing DTC clients who are residents of aged care facilities. Where existing DTC clients are affected, it means that responsibility for funding clients’ allied health and therapy services resides with the aged care facility/provider, which is attracting subsidy funding for these residents. In these cases, DTC services are asked to work with residential aged care facilities on the arrangements for these clients under the following conditions:

there should be no reduced access to therapy or services; and

DTCs have the option of providing services to residents of aged care facilities who are ineligible for the DTC Programme under private arrangements.

If residents have not yet received an ACFI classification, they will still be eligible to access DTC services whilst awaiting their ACFI assessment to be done. Private arrangements DTCs do have the option of providing services to residents of aged care facilities who are ineligible for the DTC Programme under private arrangements that include both administrative and service delivery costs. Such services fall outside the DTC Programme and these services must not be included in reporting under the DTC Programme.

Any budgets for operational and administration costs must be on a pro-rata basis if used for other funded or private services. For example, if a centre features a pool for hydrotherapy where 40 per cent of its use relates to DTC hydrotherapy and 60 per cent for other programmes/privately, then any operational and administrative costs provided in the DTC budget must be 40 per cent of the total operational and administrative costs.


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Table: Summary of permanent residential care recipients for whom residential aged care providers may charge additional fees for nursing services and therapy services

From 1 July 2014

Residential aged care provider may charge additional fees for allied health and therapy

services

Eligible for DTC services

Residential aged care provider must supply allied health and therapy services to residents

without additional charge

Ineligible for DTC services

ACFI*

MLL

MLN

MNL

MNN

LML

LMN

LLM

LLL

LLN

LNM

LNL

LNN

NML

NMN

NLM

NLL

NLN

NNM

NNL

NNN

ACFI*

HHH

HHM

HHL

HHN

HMH

HMM

HML

HMN

HLH

HLM

HLL

HLN

HNH

HNM

HNL

HNN

MHH

MHM

MHL

MHN

MMH

MMM

MML

MMN

MLH

MLM

MNH

MNM

LHH

LHM

LHL

LHN

LMH

LMM

LLH

LNH

NHH

NHM

NHL

NHN

NMH

NMM

NLH

NNH

*Aged Care Funding Instrument (ACFI) classifications consist of a nil, low, medium or high rating for Activities of Daily Living, Behaviour, and Complex Health Care needs. A low Activities of Daily Living, medium Behaviour, and high Complex Health Care needs classification is summarised as ‘LMH’ in the above table.


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4.4 Referral

Clients may be referred to a DTC through a range of mechanisms. These include:

general practitioners

Aged Care Assessment Teams

social workers

geriatricians

hospitals

community health workers

Where appropriate, clients should have a written referral. Details of the referral must be filed with the client's Action Plan. Clients may also self refer or be referred by a carer or family member.

4.5 Assessment, Review and Discharge

An appropriate DTC staff member must conduct an initial assessment of potential clients to establish a baseline from which progress or maintenance of function can be evaluated. The details of such an assessment will depend on the needs of individual clients.

The initial assessment must identify goals and must include the development of an individual Action Plan for each client. Clients and families or carers (if appropriate) must be consulted in the development of the Action Plan. Action Plans must include the client's abilities and needs (functional assessment), the goals of intervention and therapy recommendations to achieve the goals.

If appropriate, accredited assessment and review tools must be used. DTCs must use measurable, objective indicators and record results associated with therapeutic goals or desired outcomes which include the client’s functional ability:

on entry;

at review (measured at least every 3 months); and

at discharge.

DTCs must also measure subjective results about the client’s satisfaction with their progress and the support offered by the DTC.

DTCs must document review timelines, modifications required and a discharge plan and include relevant information received from other agencies for each client. Identify continuing care recommendations, referrals to other community services and follow-up action by the DTC where appropriate.

An outcome assessment for each client must be completed on review and at discharge to check the achievements or otherwise of the Action Plan. A copy of the outcome assessment at discharge must be filed and the original sent to the client or, if appropriate, the person or organisation responsible for the ongoing care of the client.

If a potential client is assessed as ineligible for Therapy and Services, or if there are no available places at a particular DTC, the decision-making process should be recorded in accordance with section 15, ‘Record Keeping’, of this Programme Manual.


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5 DTC Programme Provider Planning, Management and Administration

5.1 Overview

The DTC Programme is funded by the Australian Government. Accordingly, there are a number of responsibilities that the Organisation must abide by. These responsibilities are specified in the Funding Agreement, which includes documents that have been incorporated by reference, including this Programme Manual.

5.2 Organisation Policies

Organisations must develop certain internal policies, protocols and procedures in line, where appropriate, with relevant Commonwealth and state and territory legislation, to support quality service provision. These include:

facility emergency procedures such as evacuation;

workplace health and safety;

procedures to address concerns about client welfare or possible client abuse;

police checks and renewals (further information below);

fees and client contributions (further information in section 8);

reportable incidents (further information in section 9);

risk management (further information in section 12);

‘no response’ guidelines (further information in section 14);

confidentiality and privacy (further information in section 16);

complaints and feedback about services (further information in section 17);

appropriate qualifications or skill sets of staff and staff development programmes; and

staffing contingencies for holidays, training days, sickness or other instances of short staffing.

Organisations may also choose to have protocols on other aspects of service provision, such as marketing of DTC Services and local stakeholder engagement.

5.3 Consumer rights and responsibilities

The Australian Government is committed to promoting and protecting the civil, human and legal rights of the consumer. It has developed a Charter of Rights and Responsibilities for a range of services to ensure that individual consumer rights are accepted and implemented as an integral part of service provision. Organisations must abide by the Charter of Rights and Responsibilities for Home Care (Appendix 1).

5.4 Staffing and Training

Organisation’s responsibility for staffing and training

Organisations are responsible for ensuring staff and volunteers have appropriate skills, knowledge and attributes, and receive adequate training with an emphasis on quality care.


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Organisations are also responsible for ensuring staff members are trustworthy, have integrity and will respect the privacy and dignity of clients.

Qualifications of staff

There are a range of service types delivered under the DTC Programme, and the Department recognises that qualifications and skills required vary across services and jurisdictions. Organisations must be aware of any registration, accreditation or licensing requirements for the professions from which they draw their workforce and must ensure their personnel (and any Subcontractors) comply with these requirements.

All Organisations should be encouraging staff to undertake vocational and other formal education and training to enhance the skill base of the DTC workforce.

Medication administration

State and territory legislation governs medication management. Organisations must take into account all relevant legislation and guidelines in developing policies and procedures around medication administration. They must also ensure that staff have appropriate levels of skill and knowledge in relation to assistance with medication and duty of care.

Volunteers

Organisations may utilise volunteers in the operation of their service. If volunteers are used, Organisations must ensure that volunteers have the necessary knowledge and skills to undertake their duties.

Organisations who utilise volunteers should have policies and procedures in place regarding management of their volunteer workforce.

Volunteer management policies and procedures should include any policy relating to volunteer reimbursement. The reimbursement of volunteer expenses will depend on the financial and human resources available to the Organisation. Policies should reflect the circumstances of the Organisation, such as remoteness, isolation, and other regional differences that can impact on their capacity to attract and retain volunteers.

5.5 Contractors

Where Organisations engage a subcontractor to deliver a service, this is defined in the Aged Care Funding Agreement as a Primary Subcontractor. Where a Primary Subcontractor subcontracts the delivery of DTC Services to another organisation, this is defined as a Secondary Subcontractor. Where a Secondary Subcontractor subcontracts the delivery of DTC services, this organisation is also referred to as a Secondary Subcontractor.

All Primary Subcontractors and Secondary Subcontractors are required to be legal entities. The following are examples of legal entities:

a company

an incorporated association

a body incorporated under other legislation

an individual.


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Primary Subcontractors

If an Organisation plans to utilise any Primary Subcontractors, they must notify the Department of the Subcontractor within 20 Business Days of entering into an agreement with that Subcontractor. The notification must include the Subcontractor’s name and ABN, the tasks which the Subcontractor will complete under the Aged Care Funding Agreement and Programme Schedule, the period of the subcontract and any other information requested by the Department.

Secondary Subcontractors

In accordance with the Programme Schedule, the Department consents to any secondary subcontracting arrangements which the Organisation or any Primary Subcontractor had entered into prior to 1 July 2012.

From 1 July 2012, if an Organisation plans to utilise any Secondary Subcontractors, or its subcontractors plan to utilise any Secondary Subcontractors, the Organisation must request the Department’s prior written consent of the subcontractor before an agreement is entered into with that Subcontractor. The request must include the Subcontractor’s name and ABN, the tasks which the Subcontractor will complete under the Aged Care Funding Agreement, the period of the subcontract and any other information requested by the Department.

5.6 Work Health and Safety (Previously Occupational Health and

Safety)

The Model Work Health and Safety (WHS) Act provides a framework to protect the health, safety and welfare of all workers at work and of all other people who might be affected by the work. Harmonised work health and safety laws apply in the majority of jurisdictions. Further information on WHS, including links to work health and safety regulators in each jurisdiction, can be found on the Safe Work Australia website.

Providing a safe and healthy workplace

Organisations must provide a safe and healthy workplace for their employees and volunteers in accordance with relevant Commonwealth, and state or territory government WHS legislation, as well as WHS codes and standards.

In some cases, the workplace will be the client’s home. Organisations are also responsible for addressing the safety of employees and volunteers delivering services to a client or carer in their home.

Organisations should also consider and assess WHS, Australian Building Standards and other local requirements, as these relate to their own offices and facilities, vehicles, and other physical resources used by their staff and volunteers.

http://www.safeworkaustralia.gov.au/


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Making others aware of their responsibilities

Employees are also responsible for ensuring their own safety, and the safety and health of

others, including clients. Organisations must ensure that their employees and volunteers:

have adequate WHS training;

are aware of their WHS responsibilities;

comply with WHS requirements and instructions associated with the work being

performed;

use the appropriate equipment; and

identify and report hazards, risks, accidents and incidents.

Obligations to document WHS policies and procedures

Organisations must have in place appropriate policies and procedures to reflect WHS

legislative requirements. Policies and procedures could relate to, for example:

management of communicable diseases

minimising the risk of infection

safe lifting and transfer procedures

asbestos

fire safety

first aid

5.7 Requirement for a Police Check

A national criminal history record check (commonly known as a police check) is a process undertaken by the relevant state/territory police or the Australian Federal Police (for the Australian Capital Territory), which reveals whether an individual has been charged with and/or convicted of a criminal offence which has not been removed from their record under a ‘spent conviction’ scheme. Police jurisdictions then provide a police certificate detailing any criminal offences, with the exception of any spent convictions.

Please refer to Appendix 3 – ‘Commonwealth HACC Programme Police Certification Guidelines’. Note that the Commonwealth HACC Programme Police Certificate Guidelines will also apply to the National Respite for Carers Programme (NRCP) and the Assistance with Care and Housing for the Aged (ACHA) Programme. Day Therapy Centres (DTC) Programme, Commonwealth Respite and Carelink Centres (CRCC) Programme, the National Carer Counselling Programme (NCCP) and the Carer Information and Support Service (CISS) Programme.

5.8 Relocation of Services

Services may only relocate their premises with the prior written approval of the Department. Organisations must advise the Department of any proposed change to the location of a DTC at least 30 Business Days prior to the relocation.

Requests for approval to relocate must be in writing and include reasons for the relocation and any impact this may have on clients and the provision of services. The Department will respond in writing regarding the approval. Relocations will generally only be approved if the services to clients are improved or unaffected.


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When planning to relocate, DTC providers should consider proximity to:

other medical services (i.e. GP clinics);

other community services; and

public transport and parking.

Co-location with other services may assist the relocation being approved.

The building from which the DTC Services are provided should meet the accessibility standards for people with physical disabilities. The Disability (Access to Premises – buildings) Standards 2010 (Premises Standards) commenced operation on 1 May 2011 and include an Access Code for buildings. More information is available on the Attorney General’s website.

5.9 Changing the Name of a Service

DTCs may only be renamed with prior written approval from the Department. Organisations must advise the Department of any proposed change to the DTC name at least 30 business days prior to the change. The Department will respond in writing regarding approval.

http://www.ag.gov.au/RightsAndProtections/HumanRights/DisabilityStandards/Pages/Disabilitystandardsforpremises.aspx

http://www.ag.gov.au/RightsAndProtections/HumanRights/DisabilityStandards/Pages/Disabilitystandardsforpremises.aspx


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6 Material and Information

6.1 Overview

Organisations are expected to market their services to ensure that Frail Aged people are aware of the services available to them.

Any advertising or resource materials developed by the Organisation with regards to a DTC for local use must be approved in writing, by the Department. The Organisation must forward copies to the Department and allow at least two weeks for material to be considered.

6.2 Acknowledgement of the Australian Government

Promotional material produced by the Organisation must clearly identify that services are funded by the Australian Government by including the words “Australian Government funded”. Alternatives such as “Authorised by the Australian Government” must not be used.

Unless approved by the Department in writing, neither the Australian Coat of Arms (COA or Crest) nor Departmental branding are to be used in promotional material developed by Organisations.


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7 DTC Funding

7.1 Overview

The Commonwealth provides funding solely for the delivery of DTC Services according to the Funding Agreement between each funded Organisation and the Department.

7.2 Operational Funding

Operational funding is ongoing funding that Organisations receive annually for the term of their Funding Agreement to fund their day-to-day operations. Funding is awarded on a competitive basis through a funding round where Organisations are invited to apply for funding. Applications are assessed by the Department according to advertised criteria and recommendations for successful providers are made to the Minister with portfolio responsibility for Ageing for her/his approval.

DTC funding allocations take into account equity in distribution of services and the capacity of Organisations to deliver quality services. Consideration includes the demand for DTC Services in a region, existing services in the region, and regions where no services exist.

Once awarded funding, Organisations must provide the Therapy and Services outlined in the Funding Agreement. The Organisation cannot make changes to the items specified in the Funding Agreement unless formal written approval has first been granted by the Department.

When new funding becomes available, an announcement will be made on the Department of Social Services website at www.dss.gov.au.

Organisations delivering services under the DTC Programme are required to submit annual Financial Accountability Reports (FARs) and Service Activity Reports (SARs) to the Department to demonstrate that Funds are being used in line with the purposes of the programme and to show achievement against the desired outcomes.

7.3 One-off Funding

From time to time, the Department may offer one-off funding under the DTC Programme if there are sufficient unspent DTC funds that are returned to the programme through the annual financial accountability reporting process. Existing Organisations may then have the opportunity to submit proposals for one-off funds in a competitive process.

One-off funding, unlike operational funding, is a one-off grant provided to existing Organisations for activities that meet the following criteria:

the funding being sought is for a one-off project;

the one-off project is consistent with the aims of the DTC Programme, as reflected in the Programme Manual;

the project is likely to improve service quality or Organisation performance or otherwise benefit DTC clients; and

the one-off project can be justified as a reasonable use of grant funding.

Projects might include activities such as workplace health and safety improvements, information technology upgrades, the purchase or replacement of therapy or other


26

appropriate equipment, or minor building modifications to improve client safety (such as the installation of a wheelchair ramp).

There are some key differences between one-off and operational funding processes:

applications for one-off funding are only open to existing DTC Organisations;

the application process, guidelines etc. are not advertised nationally, although the process is still a competitive one. Instead, the Department provides existing DTC Organisations with an application pack and invitation to apply;

assessments include Organisation performance including the outcome of any previous one-off funding projects;

financial viability assessments will not usually be required; and

approval of recommended applications is usually by the Department’s financial delegate.

Successful Organisations are required to execute new Funding Agreements and acquit the one-off funds separately. Funds need to be expended within the financial year of the new agreement or formally committed by 30 June of that year.

7.4 Managing Funds

Funds paid to Organisations by the Department must be used only for the purpose of providing DTC Services specified in Funding Agreements.

If the Organisation receives any Other Contribution for the DTC Programme or allocates any Other Contribution to the DTC Programme, the Organisation is required to notify the Commonwealth. This notification is required to occur in the next Financial Accountability Report the Organisation submits following the receipt or allocation of the Other Contribution.

If an Organisation intends to close a DTC service, the Department must be advised in writing immediately. The Department will liaise with the Organisation to help ensure a smooth transition out, in accordance with the Transition-Out Plan under the Funding Agreement, and continuity of care to clients. In addition, any Unspent Funds will need to be repaid to the Commonwealth. Please refer to section 13 ‘Activity Continuity’ of this Programme Manual for further information on Transition-Out Planning.

7.5 Establishment/Set Up Funds

Any Funds provided for establishing a new DTC service must be spent specifically on that DTC and other agreed activities covered in the Funding Agreement. Assets purchased with establishment Funds should be covered by appropriate insurance and included in the Assets Register. If Funds allocated for establishment items are not spent during the initial three months, this must be identified on the next recurrent acquittal statement as Committed Funds.


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7.6 Payment of Funding

The Department will pay Funding in accordance with the payment provisions set out in the Funding Agreement.

The Commonwealth will issue Recipient Created Tax Invoices (RCTIs) in respect of the services provided by the Organisation for the Commonwealth insofar as those supplies are Taxable Supplies.

If the Department has overpaid or underpaid an instalment, the Department must be notified immediately in writing. The Department will undertake steps to rectify the over or under payment.

It is the responsibility of the Organisation to pay appropriate staff and/or Subcontractors that are involved in providing all or any of the services from the ongoing Funds.

Any enquiries regarding payments should be directed to the Departmental state or territory Programme Manager.

7.7 Unspent Funds and Carry-overs

Unspent Funds are DTC grant Funds, paid to the Organisation to deliver DTC Services for a particular financial year, and include any client fees which remain unexpended at 30 June of that financial year. Organisations will be notified of any Unspent Funds as part of the annual acquittal process.

There will not be automatic carry-over of Unspent Funds into the next year. Unspent Funds will be recovered by reducing the next available grant payment through a funding variation, following the audited financial acquittal. If no further grant payments are due, the Department will raise an invoice to recover Unspent Funds.

However, in certain limited circumstances, an Organisation may be able to request a carry-over of Funds:

for operational funding – where the Organisation can demonstrate that they received goods/services in the relevant financial year, but did not pay until the following year; or

for one-off funding – where the Organisation can demonstrate that the funds were committed at the end of the financial year.

Where one-off projects have not commenced by the end of the financial year nor have any formal commitments to proceed been given then no carry-overs will be considered.

A request to carry-over Unspent committed Funds must be in writing detailing the Organisation’s intentions with regards to the Funds. It must be submitted by 30 September

with the annual FAR. This allows sufficient time for consideration by the Department and for the Organisation to have adequate time to undertake the project before the end of the financial year. Only in exceptional circumstances will a carry-over request be considered after 30 September.

7.8 Variations and Indexation

At any time either party may suggest a variation to the Therapy and Services outlined in the Funding Agreement. The Department is not liable for any additional work undertaken, or expenditure incurred, unless the variation has been agreed to in writing by the Department. Any changes to the Therapy and Services, or amount of Therapy and Services provided,


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involve an amendment to the Funding Agreement itself unless part of the flexibility provisions.

The Department will provide written notification to the Organisation of variations due to annual indexation. Such variations will be paid to the account nominated in the Organisation’s Funding Agreement. Payments for indexation variations will be paid according to Departmental guidelines and policies and payment is at the discretion of the Department.

7.9 Flexibility of Therapy and Services

To assist Organisations in managing client and business needs, DTCs have the flexibility to vary some of their Therapy and Services without the need to amend the Programme Schedule.

Such a variance will be within the DTC’s allotted Funding. No extra Funding will be granted.

Organisations must seek and obtain the Department’s written approval prior to amending any Therapy and Service.

DTCs may vary up to 10 per cent of their Therapy and Service hours per annum. This allows DTCs to increase the hours of a particular therapy to meet client demands for that therapy and correspondingly varying the hours of less-in-demand therapies.

A number of conditions apply to flexibility:

the Department must provide written approval prior to any variation;

Therapy and Services delivered under the flexible provisions must meet the targeted needs of DTC clients;

variation must not exceed 10 per cent of the total number of Therapy and Services hours provided by the particular DTC. For example, if a DTC receives Funding for five Therapy and Services types at 100 hours per Service Type, this equals 500 total hours. The flexibility clause is then applied to the 500 hours, resulting in flexibility of service provision for up to 50 hours. Therefore, there cannot be an increase or a corresponding decrease in a Therapy and Service of more than 50 hours annually; and

services which can be provided under the flexible provisions are restricted to those types included in item 3.3 of this Programme Manual, ‘Therapy and Services’.

Organisations can request variations to the Therapy and Services that fall outside the flexibility provisions. The Organisation must seek and obtain the Department’s written approval prior to amending any Therapy and Service. If approved, a Deed of Variation to the Funding Agreement will be required for the changes.

7.10 Managing Funding from Department and Other Agencies

Organisations are required to separately manage the Funding provided by the Department and by other government agencies, i.e. federal, state or territory government agencies. In accordance with clause 13.1 of the Funding Agreement, the bank account into which the DTC funding is being paid does not need to be used exclusively for DTC-related funding. However, Organisations must be able to track Funding relating to each of the activities defined in the Programme Schedule.


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7.11 Assets

Assets are defined in clause 54 of the Aged Care Funding Agreement. Assets purchased, disposed of, sold or written off, must be included in the relevant audited statements forwarded to the Department.

Assets acquired prior to 1 July 2012

Where Organisations possess Assets on 1 July 2012 that were acquired with Funding provided under the former DTC Agreements, and had a value of $10,000 or more (including GST) at the time of acquisition, these Assets are specified as a class of Assets in the Programme Schedule.

Organisations must continue to use this class of Assets in delivering DTC Services and to include these Assets in their Assets Register.

Acquiring Assets from 1 July 2012

Where an Organisation wishes to use Funding to acquire an item with a value of $10,000 or more (including GST), they must seek the Department’s prior written approval.

Organisations should note that the Department will not approve the use of Funding for purchasing of Assets if an Organisation has already received funding for the same purpose under any other programme. These requirements are set out in Item H of the Programme Schedule.

If the Department provides approval, the Organisation must use that Asset for delivering DTC Services. In addition, the Organisation must maintain the Asset, record the details of that Asset in their Assets Register and not dispose of or replace that Asset without further written approval from the Department, as set out in clause 31 of the Aged Care Funding Agreement.

From 1 July 2012, when using DTC Funding to acquire and dispose of Assets, Organisations are expected to do so in a way that encourages open and fair competition, value for money, and fair dealing. When acquiring and disposing of Assets with DTC Funding, Organisations should also note the requirements of clause 34 of the Aged Care Funding Agreement, which relate to conflict of interest obligations.

In addition, should an Organisation wish to use Funding to purchase or lease an item with a value of $22,000 or more (including GST), they must obtain:

written quotes; or

tenders in response to public invitation

from at least three1 suitable suppliers.

Assets purchased with alternative funding sources outside the DTC Funding may be purchased and used for the delivery of DTC Services at the Organisation’s discretion. Where these Assets are individual items with a value of $10,000 or more (including GST), they should also be recorded in the relevant section of the Assets Register.

1 Where an Organisation reasonably determines that it is not possible or practicable to obtain tenders

or quotes from three or more suitable suppliers, they must notify the Department within 10 Business Days after making that determination. The specific requirements for notices are set out in clause 50 of the Aged Care Funding Agreement.


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Disposal of Assets

Disposal of Assets acquired with grant Funds during the term of the Funding Agreement and use of any proceeds from such disposal requires prior approval in writing from the Department. Should the service outlet close down during the Activity Period, any Assets required with Programme Funding must be dealt with as notified by the Department. The Department may ask to see the closing service outlet’s Assets Register. The service outlet’s Transition-Out Plan should indicate those Assets to be transferred to a new outlet to ensure continuity of care and those Assets which would otherwise revert to the Commonwealth.

Depreciation of Assets

Depreciation of Assets which have been purchased with Commonwealth funding is allowed, provided that these Assets have been listed on the Assets Register. They may be included as an expense in the Financial Accountability Reports (FARs) submitted to the Department.

Further information to support Organisations in submitting their FARs can be found in the eFAR User Guide.

7.12 Vehicles

The Department will consider any request for funding for the purchase of a motor vehicle on its merit. Where leasing is available, it is the preferred option.

When determining whether to approve the lease or purchase of a vehicle, the Department considers value for money, and the best option in the context of the DTC’s budget and the expenditure of Commonwealth funding.


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8 Fees and Contributions

8.1 Organisation’s Policy

Organisations must have a policy about charging fees for provision of services Funded under the Agreement, and assessment of clients’ capacity to pay for or contribute to the cost of services.

Organisations should be able to obtain information from clients required to assess their capacity to pay. The information obtained must not be shared for any other purpose (further information in section 16). The assessment of the capacity to pay must be undertaken in respect of the person who benefits from the service provided (i.e. the client).

8.2 Charging Fees

Consistent with the Australian Government’s support for ‘user pay’ policies and arrangements, all clients using Australian Government funded Therapy and Services are encouraged to contribute to the cost when they can afford to. While no person should be refused services due to an inability to contribute to the cost of those services, it is important that those clients who can afford to pay all or some of the costs are required to do so. The collection of fees, even minimal amounts, means that Therapy and Services can be provided to more clients.

The Commonwealth, state and territory governments agreed in August 2008 that the purpose of a Fees Common Arrangement is:

To maximise the effectiveness of government funding for community care by targeting higher levels of government support for those who are least able to contribute to the cost of their care, and ensure that community care services remain affordable for all those who need them.

All fees must be applied to the individual Therapy and Service received by a DTC client. Any fee set or charged should not exceed the actual cost of the Therapy and Service provision.

DTCs should use simple fee schedules. The Department suggests that each DTC sets a flat fee of, for example, $7 per session. However, this fee may vary across individual DTCs and with different DTC Therapy and Services provided by each individual DTC.

Should DTCs wish to have a sliding scale for fees, the Department recommends that fees charged should not be in excess of $7 per individual session. Clients who use multiple services, or who attend the DTC on more than one day per week, should have their total fees capped at around $20 per week. This limit applies only to fees charged for approved Therapy and Services.

When developing a policy on fees, Organisations must consider the following issues:

relevant parts of the Charter of Rights and Responsibilities for Home Care, which also applies to clients (Appendix 1);

the determination of how much the client is asked to pay, based on their financial situation and income. Organisations will need to identify whether the client is on a pension, is self-funded or in paid employment;

a client fee for the cost of Therapy and Services must be negotiated before the service is provided;


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any fees policy must have regard to any exceptional and unavoidable expenses of the client e.g. permanently high or currently high and unusual medical and pharmaceutical expenses;

the agreed client fee should be shown on the Action Plan;

if the client’s financial situation changes during the period of therapy assistance, the client should be asked to contact the Organisation to arrange a review of their client fee;

a client fee can be empowering for clients in certain circumstances, as it builds on a sense of independence and self-reliance;

client fees from those who can afford to pay means that more services are available; and

each situation is different; the fees policy needs to be as fair as possible for all.

If a client refuses to pay a fee after receiving the Therapy and Service, the DTC is responsible for following up the payment.

The responsibility for arrangements and any deposits rests with the Organisation or the DTC itself.

8.3 Use of collected Fees

Organisations are required to use any fees which are collected from an individual DTC client for a particular Therapy and Service (or in relation to a package of Therapy and Services) immediately and directly, to contribute to the cost of providing the individual Therapy and Service (or the package of Therapy and Services). Fees are not to be retained or accumulated. Organisations are required to provide the Department with any information which the Department requests in order to demonstrate how the Organisation has met this requirement.

Additional costs to the client for support services such as meals, transport and orthotics, are not considered to be ‘fees’ and should not be included in calculating the upper limit for individual clients.

Organisations will be required to report fees received in their Annual Financial Accountability Report. Fees and contributions will be taken into account in determining the level of Australian Government funds.

8.4 Other Contributions

As outlined in Item 7.4, ‘Managing Funds’, if the Organisation receives any Other Contribution for the DTC Programme or allocates any Other Contribution to the DTC Programme, the Organisation is required to notify the Commonwealth. This notification is required to occur in the next Financial Accountability Report the Organisation submits following the receipt or allocation of the Other Contribution.


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9 Notification of Incidents and Issues

If an Organisation is associated with an event that has, or may have, affected the health, safety and/or wellbeing of care recipients while under the care of staff, volunteers or contractors, the event must be reported to the Department. Organisations must report such events to their local state or territory office.

This requirement is set out in clauses 35 and 54 of the Aged Care Funding Agreement. In addition, the specific requirements for notices made under the Aged Care Funding Agreement are set out in clause 50.

There are two tiers of incidents which must be reported. First tier reportable incidents include, but are not limited to, a Serious Incident that causes:

the unexpected death of any person;

a serious injury to any person;

an allegation of Significant Misconduct made by any person in relation to the Organisation or its personnel; or

a fire, natural disaster, accident or other incident that will or is likely to:

o prevent the delivery of all or part of an Activity;

o result in the closure of premises, or significant damage to premises or property; or pose a significant threat to the health and safety of any person; and/or

o cause harm or suspected harm to a client.

For first tier incidents, Organisations must immediately inform the Department in writing (email is acceptable) of the incident occurring or the Organisation becoming aware of the incident.

For second tier incidents Organisations must make this notice in writing (email is acceptable) to the Department within 72 hours of the incident occurring or within 72 hours of becoming aware of the incident.

Notification of incidents under the second tier provides an opportunity for the Department to be aware of and monitor the Organisation’s management of the incident.

Examples of second tier reportable events or other incidents include, but are not limited to:

criminal activity on the part of Organisation staff such as theft;

minor accidents, including vehicle accidents where the Organisation is transporting the care recipient; or

incidents that may bring negative media attention to the Organisation and/or the Australian Government as the funding body.

Organisations must have policies about how to respond if there is, or they suspect there is, assault, abuse or concern about a risk of harm to a client.

Key considerations include:

appropriate assessment, particularly where there is the suspicion or risk of abuse or harm; this may include discussions with the client in order to understand the situation so that appropriate assistance can be arranged;

prompt provision of emergency DTC Services and linkage with other support services such as counselling, health services and social support; and


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contact information for emergency staff such as police, ambulance, crisis mental health team, or other relevant services.


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10 Local Stakeholder Engagement

Organisations should network with local stakeholders including other organisations, interest groups and relevant people in state and territory and local government agencies.

As a minimum, Organisations should:

consult with relevant stakeholders in the development of their annual and longer term business and strategic plans so that these plans reflect local needs and circumstances;

have appropriate mechanisms to ensure ongoing links with information partners to share information; and

ensure the complaints process is publicised.


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11 Service Development

Organisations are well positioned to understand both the needs of clients and the demands on them as Organisations. For instance, knowledge gained about gaps in services should be used to contribute to the development of improvements in the service.

Organisations are expected to develop DTCs to deliver responsive and effective services that meet the identified needs of the region. This may be through:

involvement in regional or local planning processes to contribute information about needs for DTC Services;

provision of advice to new and developing DTCs on issues such as service design, operational protocols, staff recruitment and governance;

participation in reviews or evaluation of programmes and services to provide feedback and expert advice;

offers to provide training and professional development for other Organisations;

ongoing advice about service management issues to other DTCs; and

communication to other Organisations any feedback and complaints that the DTC receives from clients. Conveying constructive feedback to Organisations can contribute to service improvement and responsiveness.


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12 Dealing with Risk

12.1 Overview

Organisations of all types and sizes face internal and external factors and influences that make it uncertain whether and when they will achieve their objectives. “Risk” is how exposed a person/organisation is to the chance of injury, litigation and/or loss e.g. failure to achieve objectives.

All Organisations must have a risk management plan, which they must present to the Department upon request. It is important in such a plan that risks are identified, analysed and evaluated to determine whether the risk should be modified by treatments and controls. Throughout this process, communication and consultation with stakeholders needs to be taken into account and ongoing monitoring and review must occur in order to ensure that no further risk treatment is required. Risk management can be applied to an entire Organisation, at its many areas and levels, at any time, as well as to specific functions, projects and activities, such as to each individual DTC.

The management of risk enables an Organisation to, for example:

increase the likelihood of achieving objectives;

encourage proactive management;

be aware of the need to identify and treat risk throughout the service;

improve the identification of opportunities and threats;

comply with relevant legal and regulatory requirements and international norms;

improve financial reporting;

improve governance;

improve stakeholder confidence and trust;

establish a reliable basis for decision making and planning;

improve controls;

effectively allocate and use resources for risk treatment;

improve operational effectiveness and efficiency;

enhance health and safety performance, as well as environmental protection;

improve loss prevention and incident management;

minimise loss;

improve organisational learning; and

improve organisational resilience.

Risk management comprises the activities and actions taken to ensure that a service is conscious of the potential risks it faces, makes informed decisions in managing these risks, and identifies and harnesses potential opportunities.

Some risks are managed by appropriate insurances and indemnities while management of other risks, such as to the effectiveness of a government programme, can be built into programme design, Funding Agreements and various monitoring and governance mechanisms.


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Organisations should refer to the Comcover Better Practice Guide to Risk Management to develop their own templates to store their own risk management information.

12.2 Insurance

The type and level of insurance is specified in the Funding Agreement. The Funding Agreement specifies that an Organisation must take out all insurances that are necessary to ensure that the Organisation’s obligations under the Funding Agreement can be covered, including any obligations that may extend beyond the term of the Funding Agreement. Types of insurance include:

Public Liability

Worker’s Compensation Insurance

Professional Indemnity

Building Insurance

Third Party Insurance (if vehicle is considered an asset)

Any insurance is required to be maintained for the Agreement Period as outlined in the Funding Agreement. If the policy is a claims made policy, the policy is required to be maintained from the Schedule Commencement Date to seven years after the Schedule Completion Date.

The minimum level of Public Liability required by the Department is $10 million.

Professional Indemnity insurance is required by the Department and must be an amount which is consistent with the outcomes of a risk assessment. The Organisation is required to perform a risk assessment for the purpose of identifying an appropriate amount of insurance.

Insurance for building and contents and worker’s compensation, are as required by the relevant state or territory legislation.

Appropriate cover, such as a form of volunteer accident insurance, is also advisable for volunteers if they provide services to, or in relation to, the Organisation.

The amounts of insurance coverage required can be varied in exceptional circumstances. Organisations must make a formal approach to the Department’s state and territory offices as required.

The Commonwealth cannot provide advice on the type and level of insurance that Organisations should have, and Organisations should refer to their own insurance broker for advice on this.

Organisations must, on request, promptly provide to the Department any relevant insurance policies or certificates of currency for inspection. If relevant, copies of insurances that cover Assets funded under the Programme may also be requested.

http://www.finance.gov.au/Comcover/docs/Better_Practice_Guide.pdf


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13 Activity Continuity

Clause 36 of the Terms and Conditions for Aged Care Funding requires organisations to ensure activity continuity. The Department, therefore, requires organisations to prepare and maintain a Transition-Out Plan.

The aim of the Transition-Out Plan is to ensure that the obligations of both parties to the Funding Agreement, upon termination or expiry of the Agreement, are acknowledged and agreed, and that, where applicable, there will be minimal disruption of service delivery to clients. The Transition-Out Plan should address issues that enable the orderly transition of the services from the Organisation to the Commonwealth or its nominated alternate Organisation on expiry or termination of the Funding Agreement.

Organisations are requested to complete part one of the Transition-Out Plan and ensure that is remains current. Guidelines for the Transition-Out Plan can be found at Appendix 2 of this Programme Manual.


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14 Accountability and Reporting

14.1 Overview

The public funding which is provided to Organisations is to be used to achieve specified outcomes. Accountability arrangements are directly linked to the objectives of the DTC Programme.

The DTC Programme represents a substantial investment of public funds. To ensure that these funds are used appropriately, effectively and efficiently, Organisations are required to operate within an accountability framework that comprises this Programme Manual and individual Funding Agreements.

The accountability framework accommodates a number of factors, including ensuring that:

quality Therapy and Services are delivered;

Programme standards and expectations are met;

service provision meets the identified needs of service recipients; and

Funds are used according to the purposes specified in the Funding Agreements.

The key accountability requirements for Organisations are:

Report Due to the Department

progressive and annual Financial Accountability Reports (FARs)

due at the end of January and September each year or as per the Funding Agreement

progressive and annual Service Activity Reports (SARs)

due at the end of January and July each year or as per the Funding Agreement

participation in Quality Reporting Programme (if directed by the Department)

once every three years per DTC as required by the Department

Both the FAR and the SAR are assessed by the Department to ensure that grant recipients are complying with their contractual obligations, and to ensure that project Funds have been used as intended and can be accounted for.

14.2 Financial Accountability Reports and the Acquittal Process

In the context of the standard funding process, the term ‘acquittal’ refers to the process of assessing and reconciling both the financial and performance/progress reports submitted by the Organisation. This is done with a view to ensuring that the Organisation has satisfied their obligations as specified in the Funding Agreement.

Acquittal of a Funding Agreement is complete when the Department's responsible officer is satisfied that the evidence exists that:

Funds have been used for the purpose intended in the Funding Agreement; and

the Funds can be accounted for.


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Annual information in the FAR should relate to a standard financial year (1 July – 30 June) and Organisations that are required to submit six monthly data should refer to the period from 1 July to 31 December (in the appropriate financial year) as a basis. The Organisation must have its accounts and records audited by a qualified auditor at the end of each financial year in accordance with the electronic Financial Accountability Report (eFAR) process.

The DTC Programme will use the eFAR system as used for other community care programmes, such as the National Respite for Carers Programme.

As part of the Funding Agreement, Organisations must submit their progressive and annual FARs electronically using the eFAR process. Organisations will need to register with the Department to receive a logon.

Further information to support Organisations in submitting their FARs can be found in the

eFAR User Guide.

Structure of the FAR

The FAR is comprised of up to five parts. More detailed information on these parts can be found in the eFAR User Guide. Note that not all types of FARs require all parts to be completed. The table below outlines the requirements for each FAR type.

FAR component

Report Type

Annual Progressive Adhoc Final

1. Organisational Details Yes Yes Yes Yes

2. Statement of Income & Expenditure

Yes Yes Yes Yes

3. Carry-overs of Underspends & One-Off Grants

Yes

One-off grants

only

One-off grants only

One-off grants only

4a. Segment Note in Audited General Purpose Financial Statements

OR

4b. Extraction of FMS with audit opinion

Yes No No Yes

5. Statement of Compliance Yes Yes Yes Yes

FAR Submission Requirements

Organisations are required to have their accounts prepared in accordance with Australian Accounting Standards Board (AASB) standards. Organisations are also required to have their accounts audited by an Approved Auditor as at 30 June of the applicable financial year, in accordance with the eFAR User Guide.

A responsible officer from each Organisation is required to sign the Statement of Compliance in Part 5 of the FAR. A responsible officer can be a person occupying the position of Chief Executive Officer or Chief Financial Officer of the Organisation, or a person authorised to execute documents on behalf of the Organisation and legally bind it.


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FARs are to be submitted through the Aged Care Provider Portal. More information on the process for this will be available on the Aged Care Provider Portal.

An annual FAR will need to be completed for each Funding Agreement. A progressive FAR will need to be completed for each Funding Agreement, unless it is not required under the Proportional Reporting provisions outlined in Item 14.4.

14.3 Service Activity Reports

Two SARs are generally required each financial year. An annual SAR will need to be completed for each DTC even if there are multiple DTCs under a single Funding Agreement. A progressive FAR will need to be completed for each DTC, unless it is not required under the Proportional Reporting provisions outlined in Item 14.5.

The progressive SAR reports on activities for the months 1 July to 31 December, and is due to the Department by 31 January or as identified in the Funding Agreement. The Annual SAR will report on the financial year from 1 July to 30 June and is due to the Department by 31 July.

SARs provide information from each individual DTC on services delivered, clients, hours of therapies delivered, qualitative data providing evidence of goal attainment, and reasons for variations between services delivered and service outputs specified in the Funding Agreement.

Please note that reports are required on those clients who are eligible for DTC Services through the DTC Programme only. Please refer to section 4.3 of this Programme Manual, ‘Eligibility’, for further information.

14.4 Service Activity Data Collection

As part of the Service Activity Reports there several major items of data that are collected for reporting and evaluation purposes. The reporting period for data collection is the financial year from 1 July to 30 June. No data is carried across reporting periods.

Total annual client numbers

‘Total annual client numbers’ is the number of clients who utilised the individual DTC over the reporting period. For this category clients are to be counted once only, regardless of the number of therapies they receive at the individual DTC. Clients are to only be counted once so that the Department can report on the total number of clients using the DTC Programme. Therefore, a client receiving two different service types (e.g. physiotherapy and podiatry) would only be counted as one client. For this category clients must be either from the community or low-care/eligible residents of a Commonwealth funded aged care facility.

If a client leaves the DTC and later returns during the reporting period, they should not be counted again.

Number of clients by individual therapy service

‘Number of clients by individual therapy service’ is the number of clients that that receive each type of therapy or service. This is so that the Department can report on the number of clients assisted by individual types of therapy or services. For this category clients are to be counted once for each therapy or service they receive at the individual DTC. If a client receives more than one therapy or service, they are to be counted once under each type of therapy or service they receive. For example, a client in receipt of occupational therapy and


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speech therapy would be counted once under occupational therapy AND once under speech therapy.

As some Therapy and Services are delivered to a group of clients, the number of clients by individual therapy service is collected separately for group therapy types. For group sessions provide the number of clients in that session.

Organisations are to collect the individual and group client numbers for each of the various Therapy and Services the DTC provides as per the Funding Agreement or approved by the Department.

If a client leaves the DTC and later returns during the reporting period and continues with the same therapy type they had received previously, they should not be counted again. However, if they were to start a new therapy type then they would be counted for that new therapy type.

Number of hours of therapy received by clients

‘Number of hours of therapy received by client’ is the number of hours of the therapy or service received by clients. As some Therapy and Services are delivered to a group of clients, the number of hours of therapy delivered is collected separately for group therapy types. For group sessions multiply the time by the number of clients in the group. One hour of a group session with ten clients will count as ten hours of therapy received by clients.

Initial case management and assessment can be included as part of the therapy hours but any time used for administration tasks is not to be included.

Organisations are to collect the number of hours of therapy received by clients for each of the various Therapy and Services the DTC provides as per the Funding Agreement or approved by the Department.

Number of hours of therapy delivered by the DTC

‘Number of hours of therapy delivered by the DTC’ is the number of hours of the therapy the DTC delivers regardless of how many clients are included in the therapy. Therefore one hour of a group session with ten clients will count as one hour of therapy delivered by the DTC.

Initial case management and assessment can be included as part of the therapy hours but any time used for administration tasks is not to be included.

Organisations are to collect the number of hours of therapy delivered by the DTC for each of the various Therapy and Services the DTC provides as per the Funding Agreement or approved by the Department.

14.5 Proportional Reporting

Proportional reporting reduces the amount of reporting by DTCs with lower Funding levels. Organisations with a single DTC in their Funding Agreement that has an annual Funding amount of less than $100,000 (excluding GST) are not required to provide progressive reports. This applies to both the progressive Service Activity Report and the progressive Financial Accountability Report.

If Organisations have multiple DTCs under a single Funding Agreement, the individual DTC’s annual Funding is considered for determining proportional reporting for the progressive Service Activity Report. An Organisation with multiple DTCs will only be required to lodge a progressive Service Activity Report for those individual DTCs with over $100,000 (excluding GST) in annual funding.


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If Organisations have multiple DTCs under a single Funding Agreement, a progressive Financial Accountability Report will be required unless all the individual DTCs under the Funding Agreement receive less than $100,000 (excluding GST) in annual Funding. As Funding Agreements have a single financial budget table covering all multiple DTCs, Organisations will need to include information from all DTCs if a progressive Financial Accountability Report is required.

14.6 Quality Reporting

The Quality Reporting Programme is the Australian Government’s mechanism for monitoring the quality of services provided by community aged care service providers and encouraging them to improve their service delivery. Service providers must comply with the Quality Reporting Programme when reporting on how their services meet the Home Care Standards (the Standards).

Through the Quality Reporting Programme, the Australian Government utilises a continuous quality improvement approach, aimed at ensuring service providers have systems and processes in place that result in high quality services for their clients. Community aged care services under the Quality Reporting Programme include the Home Care Packages Programme, the Commonwealth Home and Community Care (HACC) Programme and the National Respite for Carers Programme (NRCP).

It is envisaged that the DTC Programme will in the future include Quality Reporting. If directed to do so, all Organisations must participate in Quality Reporting based on the Home Care Standards and the Home Care Standards Guide. Under the Quality Reporting Programme, a service provider’s systems and processes are assessed to determine how it meets the Standards to ensure:

safe, high-quality community aged care services are delivered

service provision meets the identified needs of care recipients. Service providers are required to participate in the quality review process at least once during a three-year cycle. The quality review process includes the following elements:

Notification of Quality Review

Quality review preparation (including service provider’s self-assessment)

Site Visit

Quality Review Report

Timetable for Improvement

Plan for continuous improvement

Monitoring and follow-up DTCs are required to provide evidence during the quality review site visit to demonstrate that they meet these expected outcomes.

14.7 Home Care Standards

The Home Care Standards were developed jointly by the Australian Government and state and territory governments as part of broader community care reforms to develop common arrangements that help to simplify and streamline the way community care is delivered. The Home Care Standards Guide outlines the process of the Quality Reporting Programme. It was developed in 2010 to assist providers to prepare and participate in a quality review and to understand how the Home Care Standards support quality in community care. The guide provided the process used by quality reviewers to conduct quality reviews of home care services.


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The Home Care Standards are:

1. Effective Management; 2. Appropriate Access and Service Delivery; and 3. Service User Rights and Responsibilities.

From 1 January 2014, the streamlined quality review process was implemented. The Guidelines for the Quality Reporting Programme are currently being updated and will replace the Home Care Standards Guide. Detailed information about the streamlined changes can be found on the Department’s website.

14.8 ‘No response’ Guidelines

Organisations must have a policy on how to respond when a client does not respond to a scheduled visit. As part of the development of nationally consistent protocols to deal with non-response from a client when a community care worker arrives to provide a scheduled service, in June 2008 the Ministerial Conference on Ageing (MCA) agreed that a Guide for Community Care Service Providers should be developed and implemented across jurisdictions. This guide can be accessed on the Department of Health website.

14.9 Software

Internet and email access is required for all Organisations as financial reporting for the DTC Programme will be completed and submitted electronically. Organisations must provide a generic email address. Organisations are required to have software that is compatible with the Department’s. This includes the following Microsoft Office products: Word; Excel; Access and PowerPoint 2000 or more recent. An internet browser equivalent to Internet Explorer 6 or greater is also required.

Organisations must also have appropriate information technology to send and receive documents and information electronically. Access to the internet through broadband ADSL or other connection with similar capacity is preferable.


http://www.health.gov.au/internet/main/publishing.nsf/Content/ageing-commcare-guide-professional.htm


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14.10 Performance Management

The Funding Agreement prescribes possible sanctions for Organisations that do not meet their performance management requirements. In addition to the sanctions prescribed in the Funding Agreement, there are other sanctions that the Department can seek to impose on an Organisation. These include increasing Organisational reporting requirements (in order to better monitor performance) or instructing the Organisation to prepare and implement a corrective action plan. Should an Organisation refuse to cooperate, the Department can rely on the more severe sanctions legally enforceable under the terms of the Funding Agreement.

The possible responses to a compliance breach that the Department may implement include, but are not limited to:

Request for explanation: Depending on the nature of the non-compliance, the Department may formally write to the Organisation specifying the reasons that it considers the Organisation’s performance to be unsatisfactory, and requiring the Organisation to respond within a specified timeframe setting out an explanation and any proposed remedial action.

Notice to remedy situation: The Department may formally notify the Organisation that its performance is inadequate and specify a timeframe during which it must improve its performance. The notice will set out any sanctions the Department will impose on the Organisation if it does not rectify the situation within the specified timeframe.

Requirement to prepare corrective action plan: The Department may require the Organisation to prepare a plan setting out how it plans to remedy the situation, an option that is more focused on improvement.

Increased Departmental reporting: Organisations who have failed to fully comply

with programme requirements may, at the Department’s discretion, be asked to complete more regular service activity or financial activity reports, or else be subjected to more frequent site visits – until such time as the Organisation becomes fully compliant.

Appointment of an independent expert: The Department may ask the

Organisation to engage an independent expert to assist it to become compliant with programme requirements.

Suspension of payments: The Funding Agreement empowers the Department to

suspend payments to the Organisation where the Organisation fails to comply with the terms of its Funding Agreement.

Appointment of an administrator: The Funding Agreement empowers the Department to appoint a Funds administrator to administer the DTC Funds provided for under the Agreement, and provide assistance, support and advice to the board.

Termination of Funding Agreement: The Funding Agreement empowers the Department to terminate the Funding Agreement where the provider fails to comply with the terms of the Funding Agreement.


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15 Record Keeping

15.1 Overview

On 29 November 2012, the Australian Parliament passed the Privacy Amendment (Enhancing Privacy Protection) Act 2012 (Privacy Amendment Act).

The Privacy Amendment Act introduces a number of changes to the Privacy Act 1988, in particular the use and disclosure of personal information. Further information can be found at http://www.oaic.gov.au/privacy/privacy-act/privacy-law-reform

Organisations are responsible for managing information through good record keeping. Records must be kept about the performance of the services Funded under the Funding Agreement and in connection to progress against the aims, objectives and outcomes of the Agreement. Financial and client records form part of the records kept.

Records must be managed in accordance with the following legislation:

Privacy Act 1988

Australian Standard AS ISO 15489 - 2002, Records Management

15.2 Financial Records

Financial records must be retained by Organisations for a minimum of 7 years from the end of the Funding Agreement, and, if requested, records must be made available to the Commonwealth. Retention of financial records is essential to enable the Commonwealth to be assured that Funds have been spent for the purpose they were provided under the Funding Agreement.

15.3 Client Records

Records should be retained by the Organisation for at least 7 years from the date of the last entry on the record.

Records should be kept secure and clients’ privacy and confidentiality should be protected. Accordingly, an Organisation’s record keeping practices should conform to relevant legislation such as the Privacy Act 1988.

The Act regulates the ways that “personal information” is managed. “Personal information” is information capable of identifying a person directly or by inference, including an opinion.

It can be recorded in a material form or otherwise. Personal information could include a person's name, address, date of birth, blood type, health diagnosis or Medicare number. The Privacy Act does not cover de-identified statistical data where individuals cannot reasonably be re-identified.

When handling personal information, Organisations must comply with:

Australian Privacy Principles;

industry privacy codes approved by the Australian Information Commissioner (approved privacy codes);

state or territory legislation relating to personal or health information; and

http://www.oaic.gov.au/privacy/privacy-act/australian-privacy-principles


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the Privacy Act 1988.

Other legislation which may apply to an Organisation’s records includes the Archives Act 1983, the Freedom of Information Act 1982, and other legislation which authorises, or limits, access to records held by the Organisation.

When disposing of client records, the Commonwealth confidentiality and privacy acts should be consulted for the correct protocol.

Organisations must not disclose personal information, including client records, to the Commonwealth, other than for reporting which must be in de-identified form. However, personal information excludes the names of the Organisation or any Subcontractors’ names which the Organisation may choose to engage.

Under section 27.6 of the Funding Agreement, the Department may choose to disclose the name(s) of the Organisation or any Subcontractor at any time.


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16 Confidentiality and Privacy

16.1 Confidentiality Overview

Organisations must:

comply with the confidentiality requirements in the Funding Agreement;

have policies and procedures to manage confidentiality of client information;

have mechanisms for the secure storage of confidential information; and

comply with any relevant state or territory legislation about personal health records and privacy.

16.2 National Privacy Principles and the Australian Information

Commissioner

Organisations are required to conform to the Australian Privacy Principles. The Australian Information Commissioner publishes a range of information sheets to help.

16.3 Collecting Client Information

Only information that is directly relevant to the DTC Programme should be collected about clients. Clients must be informed that de-identified information will be used to evaluate and improve services, and that the Department has access to the information that is collected. Information will be used by the Department only for statistical, planning and evaluation purposes. The data will not be matched, in whole or in part, with any other information for the purposes of identifying individuals. Any statistical information about clients which is made public will not identify individuals.

Client information must remain confidential and not be provided to others unless it is with the consent of the individual or it is lawful to provide the information to others. Consent to disclosing information may be given expressly or it may be implied.

Confidentiality Statement

To inform clients about information collection safeguards, Organisations may wish to use words such as:

Confidentiality

“We give statistics about our clients to the Australian Government to help plan and improve services. Information about you will be kept confidential, and won’t affect your entitlement to services”.

http://www.oaic.gov.au/


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17 Complaints and Feedback

17.1 Complaint Management Process

Organisations must have in place effective complaints handling mechanisms and to ensure that clients are aware of these procedures. Organisations must develop and distribute written information as appropriate to clients about the role and responsibilities of the manager and other staff (including volunteer staff), the rights of clients and the problem solving mechanisms adopted by the Organisation.

A complaint should be handled locally (i.e. within the Organisation) in the first instance. The Department will act as a facilitator in instances of dispute or where clients make complaints about a DTC where the complaint cannot be resolved locally. The Department’s primary focus is on resolving the complaint. There are two main options for this – bilateral negotiations in which the complainant need not have any dealings with the Organisation; and mediated negotiations where face to face discussions between parties to the complaint are held. Other options may be explored should these options be inappropriate or unsuccessful. Please refer to the Department who will provide further information about procedures for dealing with complaints.

The Organisation must advise the Department if there are any significant or serious complaints that are likely to be made to the Minister, the Ombudsman or another statutory complaint body. Early advice will assist the Department in providing prompt information on the complaint.

While the focus is on complaints about government agencies, Ombudsman websites include information which may be helpful for development or review of the Organisation’s complaint management policy. Some links are listed below:

Commonwealth Ombudsman - Better Practice Guide NSW Ombudsman - Complaint Handling Kit for Community Service Organisations Victorian Ombudsman – Good Practice Guide NT Ombudsman – Effective Complaint Management Fact Sheets NT Ombudsman - Complaint management models Qld Ombudsman – Developing Effective Complaint Management Policy WA Ombudsman – Guidelines and Information sheets Tasmanian Ombudsman – How to make a complaint SA Ombudsman – Lodge a complaint ACT Ombudsman – Tips and advice on making a complaint

http://www.ombudsman.gov.au/docs/better-practice-guides/onlineBetterPracticeGuide.pdf

http://www.ombo.nsw.gov.au/

http://www.ombudsman.vic.gov.au/

http://www.ombudsman.nt.gov.au/public-agencies/effective-complaints-management-fact-sheets/

http://stingray.cbr.hosting-server.com.au/~ombudsma/wp-content/uploads/2009/07/3_NT_Complaints_Management_Models.pdf

http://www.ombudsman.qld.gov.au/Portals/0/docs/Publications/CM_Resources/Developing%20effective%20complaints%20management%20policy%20and%20procedures%202006.pdf

http://www.ombudsman.wa.gov.au/Publications/Guidelines.htm

http://www.ombudsman.tas.gov.au/making_a_complaint/how_to_make_a_complaint

http://www.ombudsman.sa.gov.au/

http://www.ombudsman.act.gov.au/pages/making-a-complaint/tips-and-advice/


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Appendix 1 Charter of Rights and Responsibilities for Home Care

CHARTER OF RIGHTS

AND RESPONSIBILITIES FOR

HOME CARE

Aged Care Act 1997, Schedule 2 User Rights Principles


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The Charter of Rights and Responsibilities for Home Care (the Charter) became law on

1 October 2009.

The Charter applies to people in receipt of Australian Government funded Home Care

Packages legislated under the Aged Care Act 1997 (the Act).

Service providers under the National Respite for Carers Programme (NRCP) will also need

to meet the terms and conditions of the Charter of Rights and Responsibilities as

requirement of their Funding Agreement.

.


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Rights

As a care recipient I have the following rights:

1 GENERAL

a) to be treated and accepted as an individual, and to have my individual preferences

respected

b) to be treated with dignity, with my privacy respected

c) to receive care that is respectful of me, my family and home

d) to receive care without being obliged to feel grateful to those providing my care

e) to full and effective use of all my human, legal and consumer rights, including the

right to freedom of speech regarding my care

f) to be treated without exploitation, abuse, discrimination, harassment or neglect

2 PARTICIPATION

a) to be involved in identifying the community care most appropriate for my needs

b) to choose the care and services that best meet my assessed needs, from the

community care able to be provided and within the limits of the resources available

c) to participate in making decisions that affect me

d) to have my representative participate in decisions relating to my care if I do not have

capacity

3 CARE AND SERVICES

a) to receive reliable, coordinated, safe, quality care and services which are appropriate

to my assessed needs

b) to be given before, or within 14 days after I commence receiving care, a written plan

of the care and services that I expect to receive

c) to receive care and services as described in the plan that take account of my lifestyle,

other care arrangements and cultural, linguistic and religious preferences

d) to ongoing review of the care and services I receive (both periodic and in response to

changes in my personal circumstances), and modification of the care and services as

required


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4 PERSONAL INFORMATION

a) to privacy and confidentiality of my personal information

b) to access my personal information

5 COMMUNICATION

a) to be helped to understand any information I am given

b) to be given a copy of the Charter of Rights and Responsibilities for Home Care

c) to be offered a written agreement that includes all agreed matters

d) to choose a person to speak on my behalf for any purpose

6 COMMENTS AND COMPLAINTS

a) to be given information on how to make comments and complaints about the care

and services I receive

b) to complain about the care and services I receive, without fear of losing the care or

being disadvantaged in any other way

c) to have complaints investigated fairly and confidentially, and to have appropriate

steps taken to resolve issues of concern

7 FEES

a) to have my fees determined in a way that is transparent, accessible and fair

b) to receive invoices that are clear and in a format that is understandable

c) to have my fees reviewed periodically and on request when there are changes to my

financial circumstances

d) not to be denied care and services because of my inability to pay a fee for reasons

beyond my control


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Responsibilities

As a care recipient I have the following responsibilities:

1 GENERAL

a) to respect the rights of care workers to their human, legal and industrial rights

including the right to work in a safe environment

b) to treat care workers without exploitation, abuse, discrimination or harassment

2 CARE AND SERVICES

a) to abide by the terms of the written agreement

b) to acknowledge that my needs may change and to negotiate modifications of care and

service when my care needs do change

c) to accept responsibility for my own actions and choices even though some actions and

choices may involve an element of risk

3 COMMUNICATION

a) to give enough information to assist the approved provider to develop, deliver and

review a care plan

b) to tell the approved provider and their staff about any problems with the care and

services

4 ACCESS

a) to allow safe and reasonable access for care workers at the times specified in my care

plan or otherwise by agreement

b) to provide reasonable notice if I do not require a service

5 FEE

a) to pay any fee as specified in the agreement or negotiate an alternative arrangement

with the provider if any changes occur in my financial circumstances

b) to provide enough information for the approved provider to determine an appropriate

level of fee.


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Appendix 2 Transition-Out Plan Guide

Aims

The Transition-Out Plan (Plan) must be developed and submitted to the Commonwealth for approval within 6 months of commencement of the Funding Agreement. The aim of the Plan is to ensure that the obligations of both parties upon termination or expiry of the Funding Agreement are acknowledged and agreed and that there will be minimal disruption of service delivery to clients. The Plan must be signed and dated by a person who has the authority to bind the Organisation.

The Plan should:

- aim to preserve the availability of services to Day Therapy Centre (DTC) clients and to protect the employment of staff within the reasonable capacity of the Organisation. (The Organisation is expected to comply with all relevant legislation regarding staff entitlements and to the principle of fair play);

- be a succinct document and should indicate that these issues have been addressed and that the DTC has set aside resources for that purpose;

- be able to be activated in the event of an impending service closure to ensure continuity of care for clients;

- address issues that enable the orderly transition of the services from the Organisation to the Commonwealth or its nominated alternative Organisation on termination or expiry of the Funding Agreement; and

- include a strategy for any specific requirements for Therapy and Services.

If the Organisation, following submission of the Plan, is no longer able to provide DTC Services and is unable to comply with all elements of the approved Plan, the Department should be notified as soon as this becomes evident. In such instances the Commonwealth and Organisation will work together to determine the priority of obligations relating to the Plan.

Elements of the Plan

The following elements are intended as a guide and should be considered for inclusion in the Plan. Each Plan will depend on individual arrangements and the outcome of any negotiations.

Auspicing body

Include name, address, and relevant contacts (positions only, do not include names as these are subject to change).

Day Therapy Centre details

Include name, physical address of the DTC/s, and relevant contacts (positions only, do not include names).

Programme description

Provide a brief description of the range of therapeutic and ancillary services provided. Include information and contact details (positions only, do not include names) about organisations with which the DTC has linkages. Identify other programmes at the location e.g. HACC, packages etc.


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Organisational arrangements

Include information on administrative policies, processes and procedures and operational protocols, such as:

sub-contracting arrangements;

strategies;

monitoring;

audit arrangements;

identification of geographical areas serviced, including any cross border arrangements;

hours of operation;

staff processes; and

any additional services provided by the DTC.

Timeframe for transition

Specify the transition-out period (average is one to three months, to be negotiated and agreed with the Department). Include a timetable for the transition: events, milestones etc. Identify the timing of advice to clients, staff, carers (if appropriate), Special Needs groups and all other stakeholders.

Staffing arrangements

Include staffing details and the basis on which DTC staff are employed, e.g. awards. Arrangements for transition of staff to a new Organisation (subject to the agreement of the new Organisation). While there is provision in Project funding for staff entitlements, the Plan should address conditions and arrangements for staff not wishing to transfer, e.g. re-deployment, redundancy.

Organisation property/ accommodation

Information about what accommodation arrangements exist for premises currently occupied by the Organisation. Would the space currently used be available on termination of the agreement? If available, arrangements required to transfer e.g. lease arrangements, etc.

Assets

In accordance with the Funding Agreement (clause 31.4), details of all assets purchased with Commonwealth funding are to be recorded in an assets register. The Assets Register should be attached to the Plan and kept current for the duration of the agreement.

Identify how and when the transfer of assets to the Commonwealth or nominee is to take place, e.g. whether the assets are to be sold and proceeds paid to the Commonwealth, and arrangements for this.

Information and records

Identify all documents necessary to enable services similar to the existing service to be provided by the Commonwealth or its nominee, and arrangements for their transfer to the Commonwealth or its nominee. In particular, the Organisation should consider arrangements for the transfer of client records, giving due regard to privacy requirements.


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Intellectual property and Database arrangements

Arrangements should be set out for the delivery to the Commonwealth of any databases or directories that are used in providing services as per the Funding Agreement. If applicable, an intellectual property register with up-to-date contact details of all owners and licensees of intellectual property should also be attached to the Plan. If applicable, identify arrangements for the transfer of any relevant software.

Financial records

Acknowledge that all financial acquittances and the final report will be actioned in accordance with the conditions set down in the Funding Agreement.

Service contracts

Arrangements to novate (transfer) to the Commonwealth’s nominee all contracts relating to services provided or any other relevant contracts to which the Organisation is a party, including sub-contractors.


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Appendix 3 Commonwealth HACC Police Certificate Guidelines

Commonwealth HACC Programme

Police Certificate Guidelines

MARCH 2012


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1 INTRODUCTION

The Aged Care Funding Agreement sets out the conditions under which service providers are funded by the Commonwealth Government for activities under the Commonwealth HACC Programme.

These Guidelines also apply to the National Respite for Carers Programme (NRCP), Assistance with Care and Housing for the Aged (ACHA) Programme, Day Therapy Centres (DTC) Programme, Commonwealth Respite and Carelink Centres (CRCC) Programme and the National Carer Counselling Programme (NCCP).

The Police Certificate Guidelines are an attachment to the Aged Care Funding Agreement and supplement the information in the Commonwealth HACC Programme Manual. The Guidelines have been developed to assist service providers with the management of police check requirements under the Commonwealth HACC Programme.

Police checks are intended to complement robust recruitment practices and are part of a service provider’s responsibility to ensure all staff, volunteers and executive decision makers are suitable to provide services to clients of the Commonwealth HACC Programme.


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2 YOUR OBLIGATIONS

Service providers have a responsibility to ensure that all staff, volunteers and executive decision makers working in Commonwealth HACC services are suitable for the roles they are performing. They should undertake thorough background checks to select staff in accordance with the requirements under the Aged Care Funding Agreement and the Home Care Standards.

As part of this, service providers must ensure national criminal history record checks, not more than three years old, are held by:

staff who are reasonably likely to interact with clients;

volunteers who have unsupervised interaction with clients; and

executive decision makers.

Service providers should ensure they have policies and procedures in place to assess police certificates. A service provider’s decision to employ or retain the services of a person with any relevant recorded convictions will need to be rigorous, defensible and transparent. For information about assessing police certificates for staff, volunteers and executive decision makers see 5 Assessing a Police Certificate in these Guidelines.


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3 POLICE CERTIFICATES

3.1 Police certificates and police checks

A police certificate is a report of a person’s criminal history; a police check is the process of checking a person’s criminal history. The two terms are often used interchangeably in aged care.

3.2 Police certificate requirements

A police certificate that satisfies requirements under the Aged Care Funding Agreement and Commonwealth HACC Programme Manual is a nation wide assessment of a person’s criminal history (also called a “National Criminal History Record Check” or a “National Police Certificate”) prepared by the Australian Federal Police, a state or territory police service, or a CrimTrac accredited agency.

For more information about assessing police certificates, including the different types, please see: 5: Assessing a Police Certificate.

3.3 CrimTrac certificates

Police certificates or reports prepared by CrimTrac accredited agencies are considered by the Department as being prepared on behalf of the police services and therefore meet the Department’s requirements. More information about CrimTrac is available on the website.

3.4 Statutory declarations

Statutory declarations are generally only required in addition to police checks in two instances:

for essential new staff, volunteers and executive decision makers who have applied for, but not yet received, a police certificate; and

for any staff, volunteers or executive decision makers who have been a citizen or permanent resident of a country other than Australia after the age of 16.

In these two instances, a staff member, volunteer or executive decision maker can sign a statutory declaration stating either that they have never, in Australia or another country, been convicted of an offence or, if they have been convicted of an offence, setting out the details of that offence. Note that a person is entitled to sign a statutory declaration stating that they have not been convicted of an offence if they have been convicted of an offence but the conviction is a ‘spent’ conviction (see 5.8 Spent convictions).

Statutory declarations relating to police certificate requirements should be made on the form prescribed under the Commonwealth Statutory Declarations Act 1959 (the Declarations Act). Anyone who makes a false statement in a statutory declaration is guilty of an offence under the Declarations Act.

A statutory declaration template is provided at Appendix 2. More information about statutory declarations is available at the Attorney General’s website.

http://www.crimtrac.gov.au/

http://www.ag.gov.au/statdec


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4 STAFF, VOLUNTEERS AND EXECUTIVE DECISION MAKERS

4.1 Staff, volunteers and executive decision makers

Police certificates, not more than three years old, must be held by:

staff who are reasonably likely to interact with clients;

volunteers who have unsupervised interaction with clients; and

executive decision makers.

4.2 Definition of a staff member

A staff member is defined, for the purposes of the Guidelines, as a person who:

has turned 16 years of age; and

is employed, hired, retained or contracted by the service provider (whether directly or through an employment or recruitment agency) to provide care or other services under the control of the service provider; and

interacts, or is reasonably likely to interact, with clients.

Examples of individuals who are staff members include:

employees and subcontractors of the service provider who provide services to clients (this includes all staff employed, hired, retained or contracted to provide services under the control of the service provider whether in a community setting or in the client’s own home);

employees and subcontractors who contact the client by phone.

4.3 Definition of non-staff members

Individuals who are not considered to be staff members, for the purposes of the Guidelines, include:

employees who, for example, prepare the payroll, but do not interact with clients;

independent contractors.

Generally, an independent contractor is a person:

who is paid for results achieved;

provides all or most of the necessary materials and equipment to complete the work;

is free to delegate work to others;

has freedom in the way that they work;

does not provide services exclusively to the service provider;

is free to accept or refuse work; and

is in a position to make a profit or loss.

For the purposes of these Guidelines, a subcontractor who has an ongoing contractual relationship with the service provider is not taken to be an independent contractor but is regarded as a staff member. A person who is contracted to perform a specific task on an ad hoc basis may fall within the definition of an independent contractor.

Having an Australian Business Number (ABN) does not automatically make a person an independent contractor.


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4.4 Definition of a volunteer

A volunteer is defined, for the purposes of the Guidelines, as a person who:

is not a staff member; and

offers his or her services to the service provider; and

provides care or other services on the invitation of the service provider and not solely on the express or implied invitation of a client; and

has, or is reasonably likely to have, unsupervised interaction with clients.

A student undertaking a clinical placement in the community who is over 18 years and has, or is reasonably likely to have, unsupervised interaction with clients would be a volunteer.

Examples of persons who are not volunteers under this definition include:

persons volunteering who are under the age of 16 (except where they are a full-time student, then under the age of 18);

persons who are expressly or impliedly invited into the client’s home by a client (for example, family and friends of the client); and

persons who only have supervised interaction with clients.

4.5 Definition of unsupervised interaction

Unsupervised interaction is defined as interaction with a client where a volunteer is unaccompanied by another volunteer or staff member.

In regard to volunteers, if volunteers are visiting a client in pairs it is not a requirement for either of those volunteers to have a police certificate.

4.6 Definition of an executive decision maker

An executive decision maker is:

a member of the group of persons who is responsible for the executive decisions of the entity at that time; or

any other person who has responsibility for (or significant influence over) planning, directing or controlling the activities of the entity at that time; or

any person who is responsible for the day-to-day operations of the service, whether or not the person is employed by the entity.

In determining who are executive decision makers, service providers need to consider the functional role individuals perform rather than their job title.

4.7 New staff

While service providers should aim to ensure all new staff members, volunteers and executive decision makers have obtained a police certificate before they start work, there are exceptional circumstances where new staff, volunteers and executive decision makers can commence work prior to receipt of a police certificate.

A person can start work prior to obtaining a police certificate if:

the care or other service to be provided by the person is essential; and

an application for a police certificate has been made before the date on which the person first becomes a staff member or volunteer; and

until the police certificate is obtained, the person will be subject to appropriate supervision during periods when the person interacts with clients; and


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the person makes a statutory declaration stating either that they have never, in Australia or another country, been convicted of an offence or, if they have been convicted of an offence, setting out the details of that offence.

In such cases, the service provider must have policies and procedures in place to demonstrate:

that an application for a police certificate has been made;

the care and other service to be provided is essential;

the way in which the person would be appropriately accompanied; and

how a person will be appropriately accompanied in a range of working conditions, e.g. during holiday periods when staff numbers may be limited.

4.8 Staff, volunteers and executive decision makers who have resided

overseas

Staff members, volunteers and executive decision makers who have been citizens or permanent residents of a country other than Australia since turning 16 years of age must make a statutory declaration before starting work with any Commonwealth HACC service provider, stating either that they have never, in a country other than Australia, been convicted of an offence or, if they have been convicted of an offence, setting out the details of that offence.

This statutory declaration is in addition to a current national police certificate, as this reports only those convictions recorded in Australian jurisdictions.


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5 ASSESSING A POLICE CERTIFICATE

5.1 Police certificate format

Police certificates may have different formats, including printed certificates or electronic reports. Every police certificate or report must record:

the person’s full name and date of birth;

the date of issue; and

a reference number or similar.

A service provider must be satisfied that a certificate is genuine and has been prepared by a Police service or a CrimTrac accredited agency. An original police certificate or a certified copy should be provided rather than an uncertified photocopy.

It is up to the service provider to be satisfied that a certificate meets the requirements, and enables them to assess a person’s criminal history. Any police certificate decision should be documented by the service provider. For more information on record keeping, and the sighting and storing of police certificates, see 6 Police Check Administration.

5.2 Purpose of a police certificate

A police certificate that best satisfies requirements under the Commonwealth HACC Programme police check regime is one obtained for the purposes of aged care. However, a national criminal history record check undertaken for another purpose will generally also satisfy the requirements. It is best practice to specify the purpose of the police check to the police service or CrimTrac agency issuing the certificate.

In place of a national criminal history record check, service providers may accept staff members and volunteers who hold a card issued by a state or territory authority following a vetting process that enables the card holder to work with vulnerable people. Executive decision makers are required to have a national criminal history record check (see 5.5 Assessing information obtained from a police certificate for executive decision makers).

5.3 Police certificate disclosure

A police certificate discloses whether a person:

has been convicted of an offence;

has been charged with and found guilty of an offence but discharged without conviction; or

is the subject of any criminal charge still pending before a Court.

The information on the certificate is drawn from all Australian jurisdictions and is subject to relevant state and territory spent conviction schemes. For more information about spent convictions, please see 5.8 Spent convictions.

5.4 Assessing information obtained from a police certificate for staff and

volunteers

Commonwealth HACC service providers may use discretion when assessing a person’s criminal history to determine whether recorded offences are relevant to the job. The principle that service providers should apply is to determine the risk of harm to clients.


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Service providers should ensure they have policies and procedures in place to assess police certificates. A service provider’s decision to employ or retain the services of a person with any relevant recorded convictions will need to be rigorous, defensible and transparent.

For more information see: 5.7 Refusing or terminating employment on the basis of a criminal record.

A risk assessment approach

The following considerations are intended as a guide to assist service providers to assess a person’s police certificate for their suitability to be either a staff member or volunteer for a Commonwealth HACC service provider:

Access: the degree of access to clients, their belongings, and their personal information. Considerations include whether the individual will work alone or as part of a team, the level and quality of direct supervision, the location of the work, i.e. community or home based settings.

Relevance: the type of conviction and sentence imposed for the offence in relation to the duties a person is, or may be undertaking. A service provider should only have regard to any criminal record information indicating that the person is unable to perform the inherent requirements of the particular job.

Proportionality: whether excluding a person from employment is proportional to the type of conviction.

Timing: when the conviction occurred.

Age: the ages of the person and of any victim at the time the person committed the offence. The service provider may place less weight on offences committed when the person is younger, and particularly under the age of 18 years. The service provider may place more weight on offences involving vulnerable persons.

Decriminalized offence: whether or not the conduct that constituted the offence or to which the charge relates has been decriminalized since the person committed the offence.

Employment history: whether an individual has been employed since the conviction and the outcome of referee checks with any such employers.

Individual’s information: the findings of any assessment reports following attendance at treatment or intervention programmes, or other references; and the individual’s attitude to the offending behaviour.

Pattern: whether the conviction represents an isolated incident or a pattern of criminality.


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Likelihood: the probability of an incident occurring if the person continues with, or is employed for, particular duties.

Consequences: the impact of a prospective incident if the person continues, or commences, particular duties.

Treatment strategies: procedures that will assist in reducing the likelihood of an incident occurring including, for example, modification of duties.

5.5 Assessing information obtained from a police certificate for executive

decision makers

Commonwealth HACC service providers may use limited discretion when assessing a person's criminal history to determine whether any recorded offences are relevant to performing the functions and duties of an executive decision maker.

A Commonwealth HACC service provider must not allow a person whose police certificate records a precluding offence to perform the functions and duties of an executive decision maker. The offences that preclude a person under the Commonwealth HACC Programme police check regime from performing the functions and duties of an executive decision maker are:

• a conviction for murder or sexual assault; or • a conviction and sentence to imprisonment for any other form of assault; or • a conviction for an indictable offence within the past 10 years.

Whether or not an offence is an indictable offence will depend on legislation within the jurisdiction. Service providers might need to seek legal advice if there is any doubt. If a conviction for what would otherwise be a precluding offence is considered 'spent' under the law of the relevant jurisdiction (see 5.8 Spent convictions), the conviction does not preclude the person from performing the functions and duties of an executive decision maker.

While a service provider may not use discretion to allow a person whose police certificate records a conviction for a precluding offence to perform the functions and duties of an executive decision maker, service providers may use discretion in determining whether any other recorded convictions are relevant to performing those functions and duties. The risk assessment approach set out in 5.4 may be used as a guide to assist service providers to assess the relevance of any non-precluding offences to performing the functions and duties of an executive decision maker.

A service provider’s decision to allow a person with any recorded convictions to perform the functions and duties of an executive decision maker must be rigorous, defensible and transparent. The overriding principle that service providers should bear in mind is to minimise the risk of harm to clients.

5.6 Committing an offence during the three year police certificate expiry

period

Service providers must take reasonable measures to require each of their staff members, volunteers and executive decision makers to notify them if they are convicted of an offence in the three year period between obtaining and renewing their police check. If an executive decision maker has been convicted of a precluding offence they must not be allowed to continue as an executive decision maker.


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5.7 Refusing or terminating employment on the basis of a criminal record

If a service provider refuses or terminates employment on the basis of a person’s conviction for an offence, the conviction must be considered relevant to the inherent requirements of the position. If in any doubt, service providers should seek legal advice regarding the refusal or termination of a person’s employment on the basis of their criminal record.

Under the Fair Work Act 2009 there are provisions relating to unfair dismissal and unlawful termination by employers. More information about the Fair Work Act 2009 is available at the Fair Work Australia website. In addition, under the Human Rights and Equal Opportunity Act 1986, the Australian Human Rights Commission has the power to inquire into discrimination in employment on the ground of criminal record.

If a person feels they have been discriminated against based on their criminal record in an employment decision of a service provider, they may make a complaint to the Australian Human Rights Commission. Further information on discrimination on the basis of criminal record is available at the Human Rights website.

5.8 Spent convictions

Convictions that are considered ‘spent’ under state, territory and Commonwealth legislation will not be disclosed on a police certificate unless the purpose for the application (for example, working with children) is exempt from the relevant spent conviction scheme. If a conviction has been ‘spent’ the person is not required to disclose the conviction. The aim of the scheme is to prevent discrimination on the basis of old minor convictions, once a waiting period (usually 10 years) has passed and provided the individual has not re-offended during this period.

Spent conviction legislation varies from jurisdiction to jurisdiction. In some circumstances or jurisdictions certain offences cannot be spent.

Further Information on spent convictions can be found at the Australia Federal Police website.

http://www.fwa.gov.au/

http://www.humanrights.gov.au/

http://www.afp.gov.au/what-we-do/police-checks/spent-convictions-scheme.aspx


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6 POLICE CHECK ADMINISTRATION

6.1 Record keeping responsibilities

Service providers must keep records that can demonstrate that:

there is a police certificate, which is not more than three years old, for each staff member, volunteer and executive decision maker;

an application has been made for a police certificate where a new staff member, volunteer or executive decision maker does not have a police certificate; or

a statutory declaration has been provided by any staff member, volunteer or executive decision maker who has not yet obtained a police certificate or was a citizen or permanent resident of a country other than Australia.

How a service provider demonstrates their compliance with record keeping requirements is a decision for their Service provider to make based on their circumstances.

6.2 Sighting and storing police certificates

The collection, use, storage and disclosure of personal information about staff members and volunteers must be in accordance with the Privacy Act 1988 (Commonwealth). State and territory privacy laws can also impact on the handling of personal information such as a police certificate. Further information about privacy is available at the Office of the Australian Information Commissioner website.

When individuals undertake to obtain their own police certificate, or employment agencies hold police certificates, service providers should sight an original or a certified copy of the police certificate and the information and reference number should be recorded on file.

If it is impossible to assess a person’s police certificate for any reason, the individual may be required to obtain a new police certificate in order for the service provider to meet their responsibilities under the Commonwealth HACC Programme police check regime.

6.3 Cost of police certificates

Service providers have a responsibility to ensure all staff members, volunteers and executive decision makers undergo police checks. However, the payment of the cost of obtaining a police certificate is a matter for negotiation between the service provider and the individual.

Individuals may be able to claim the cost of the police certificate as a work-related expense for tax purposes. Further advice on this issue is available from the Australian Taxation Office through their website.

Volunteers may be eligible to obtain a police certificate at a reduced cost whether the certificate is requested by an individual or by a service provider on behalf of a volunteer. This should be confirmed with the agency issuing the police certificate.

http://www.oaic.gov.au/

http://www.ato.gov.au/


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6.4 Obtaining certificates on behalf of staff, volunteers or executive decision

makers

A person may provide a police certificate to the service provider or give consent for the service provider to obtain a police certificate on their behalf.

Service providers can obtain consent forms from the relevant police services or a CrimTrac accredited agency. In some jurisdictions, parental consent may be required to request a police certificate for an individual under the age of 18 years.

6.5 Police certificate expiry

Police certificates for all staff, volunteers and executive decision makers must remain current and need to be renewed every three years before they expire. If a police certificate expires while a staff member is on leave, the new certificate must be obtained before the staff member can resume working at the service. Service providers should note that the application or renewal process can take longer than eight weeks.

6.6 Documenting decisions

Any decision taken by a service provider should be documented in a way that can demonstrate to an auditor the date the decision was made, the reasons for the decision, and the people involved in the decision, i.e. the service provider, the individual, a legal representative, board members etc.

6.7 Monitoring compliance with police check requirements

Service providers must have policies and procedures in place to demonstrate suitable management and monitoring of the police certificate requirements for all staff members, volunteers and executive decision makers. This includes, for example:

three-year police check renewal procedures;

appropriate storage, security and access requirements for information recorded on a police certificate; and

evidence of a service provider’s decisions in respect of all individuals, or where staff are contracted through another agency, evidence of contractual arrangements with the agency that demonstrates the police certificate requirements.

The Community Care Common Standards outline the requirements for service providers to have appropriate policies and procedures in place to manage relevant legislative and regulatory requirements for police checks. Specific references to police checks requirements are made in Standard 1: Effective Management, Expected Outcome 1.2 Regulatory Requirements and Expected Outcome 1.7 Human Resource Management.

Under the Community Care Common Standards, quality reviewers may check the currency of a service provider’s police checks, and that they have appropriate systems and procedures in place to ensure police checks remain current.

For more information see: 6.1 Record keeping responsibilities.


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APPENDIX 3a - POLICE SERVICE CONTACT DETAILS

Australian Federal Police (for ACT) Phone: (02) 6202 3333

New South Wales Police Service Phone: (02) 8835 7888

Victoria Police Phone: 1300 881 596

Queensland Police Service Phone: (07) 3364 6705

Western Australia Police Service Phone: (08) 9268 7645

South Australia Police Phone: (08) 8204 2455

Tasmania Police Phone (03) 6230 2928

Northern Territory Police Phone: 1800 723 368

http://www.afp.gov.au/what-we-do/police-checks/national-police-checks.aspx

http://www.police.nsw.gov.au/about_us/structure/specialist_operations/forensic_services/criminal_records_section

http://www.police.vic.gov.au/content.asp?Document_ID=274

http://www.police.qld.gov.au/services/purchase/polcert.htm

http://www.police.wa.gov.au/ABOUTUS/OurServices/ClearanceCertificates/tabid/1202/Default.aspx

http://www.sapolice.sa.gov.au/sapol/services/information_requests/national_police_certificate.jsp

http://www.police.tas.gov.au/services-online/police-history-record-checks/

http://www.pfes.nt.gov.au/


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APPENDIX 3b- STATUTORY DECLARATION TEMPLATE

Commonwealth of Australia

STATUTORY DECLARATION

Statutory Declarations Act 1959

1 I,

make the following declaration under the Statutory Declarations Act 1959:

2

I declare that (place a tick or cross in applicable box):

□ since turning 16 years of age, I have been a citizen or permanent resident of a country/countries other than Australia.

□ since turning 16 years of age, I have never been a citizen or permanent resident of a country/countries other than Australia

[Delete whichever declaration is not applicable and initial beside deletion]

I declare that I have never been convicted of any offence in any country.

OR

I declare that I have been convicted of the following offence(s):

<Insert details of offence(s)>

I understand that a person who intentionally makes a false statement in a statutory declaration is guilty of an offence under section 11 of the Statutory Declarations Act 1959, and I believe that the statements in this declaration are true in every particular.

1 Insert the name,

address and occupation of person making the declaration

2 Set out matter declared to in numbered paragraphs


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3

Declared at

4 on

5 of

6

Before me,7 8

Note 1 A person who intentionally makes a false statement in a statutory declaration is guilty of an offence, the punishment for which is imprisonment for a term of 4 years — see section 11 of the Statutory Declarations Act 1959.

Note 2 Chapter 2 of the Criminal Code applies to all offences against the Statutory Declarations Act 1959 — see section 5A of the Statutory Declarations Act 1959.

A statutory declaration under the Statutory Declarations Act 1959 may be made before–

(1) a person who is currently licensed or registered under a law to practise in one of the following occupations:

Chiropractor Dentist Legal practitioner

Medical practitioner Nurse Optometrist

Patent attorney Pharmacist Physiotherapist

Psychologist Trademarks attorney Veterinary surgeon

(2) a person who is enrolled on the roll of the Supreme Court of a State or Territory, or the High Court of Australia, as a legal practitioner (however described); or (3) a person who is in the following list:

Agent of the Australian Postal Corporation who is in charge of an office supplying postal services to the public Australian Consular

Officer or Australian Diplomatic Officer (within the meaning of the Consular Fees Act 1955)

Bailiff

Bank officer with 5 or more continuous years of service

Building society officer with 5 or more years of continuous service

Chief executive officer of a Commonwealth court

Clerk of a court

Commissioner for Affidavits Commissioner for Declarations

Credit union officer with 5 or more years of continuous service Employee of the Australian Trade Commission who is:

(a) in a country or place outside Australia; and (b) authorised under paragraph 3 (d) of the Consular Fees Act 1955; and (c) exercising his or her function in that place Employee

3 Signature of

person making the declaration

4 Place

5 Day

6 Month and year

7 Signature of person before

whom the declaration is made (see over)

8 Ful l name, qual if icat ion

and address of person before whom the declaration is made (in printed letters)


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of the Commonwealth who is: (a) in a country or place outside Australia; and (b) authorised under paragraph 3 (c) of the Consular Fees Act 1955; and

(c) exercising his or her function in that place Fellow of the National Tax Accountants’ Association Finance company officer with 5 or more years of continuous service

Holder of a statutory office not specified in another item in this list Judge of a court Justice of the Peace Magistrate

Marriage celebrant registered under Subdivision C of Division 1 of Part IV of the Marriage Act 1961

Master of a court Member of Chartered Secretaries Australia Member of Engineers Australia, other than at the grade of student Member of the Association of Taxation and Management Accountants

Member of the Australasian Institute of Mining and Metallurgy

Member of the Australian Defence Force who is:

(a) an officer; or

(b) a non-commissioned officer within the meaning of the Defence Force Discipline Act 1982 with 5 or more years of continuous service; or

(c) a warrant officer within the meaning of that Act

Member of the Institute of Chartered Accountants in Australia, the Australian Society of Certified Practising Accountants or the National Institute of Accountants

Member of: (a) the Parliament of the Commonwealth; or (b) the Parliament of a State; or (c) a Territory legislature; or (d) a local government authority of a State or Territory

Minister of religion registered under Subdivision A of Division 1 of Part IV of the Marriage Act 1961 Notary public

Permanent employee of the Australian Postal Corporation with 5 or more years of continuous service who is employed in an office supplying postal services to the public

Permanent employee of: (a) the Commonwealth or a Commonwealth authority; or (b) a State or Territory or a State or Territory authority; or (c) a local government authority;

with 5 or more years of continuous service who is not specified in another item in this list

Person before whom a statutory declaration may be made under the law of the State or Territory in which the declaration is made

Police officer

Registrar, or Deputy Registrar, of a court

Senior Executive Service employee of:

(a) the Commonwealth or a Commonwealth authority; or

(b) a State or Territory or a State or Territory authority Sheriff

Sheriff’s officer

Teacher employed on a full-time basis at a school or tertiary education institution

programme manual · 2014. 9. 1. · for aged care funding, the programme schedule for aged care...

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